Operations & Customer Support Associate 18F26

As an Operations & Customer Support Associate, you will play a vital role in maintaining customer satisfaction and ensuring smooth daily operations. You will be the first point of contact for customers, handling inquiries, resolving issues, and providing outstanding support. You will also work closely with the operations team to streamline processes, manage orders, and ensure efficient back-office support. This dual role requires a proactive individual who can juggle multiple tasks, communicate effectively, and thrive in a fast-paced environment. Your primary goal will be to foster customer relationships while optimizing operational functions to support the business's growth and success.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and chat platforms.
• Manage and resolve customer complaints, ensuring a positive resolution for all parties.
• Coordinate with the operations team to manage order processing and fulfillment efficiently.
• Maintain accurate customer records and document all interactions and transactions.
• Identify opportunities for process improvements and provide feedback to management.
• Collaborate with team members across departments to ensure customer satisfaction and support.
• Assist in the preparation and maintenance of reports concerning customer interactions.
• Develop and implement customer service procedures and policies for the organization.
• Monitor and report on customer feedback to identify areas needing improvement.
• Train new team members on customer service standards and operational procedures.
• Provide administrative support to the operations team during peak periods.
• Identify and escalate priority issues to senior management when necessary.

Requirements

• Bachelor's degree in business administration, marketing, or a related field.
• Minimum of two years of experience in customer support or operations roles.
• Strong problem-solving skills with a customer-focused mindset.
• Excellent verbal and written communication abilities in English.
• Proficiency with customer relationship management (CRM) software and databases.
• Ability to handle multiple tasks and meet tight deadlines effectively.
• Exceptional interpersonal skills to work collaboratively with different teams.