Senior Customer Service Representative 14D25

Join our dynamic team as a Senior Customer Service Representative and become a pivotal link between our company and esteemed clients. This role is crucial in managing client interactions efficiently, resolving complex issues, and enhancing customer satisfaction. As a senior member, you will embody the values and standards of our organization and set exemplary standards for customer service excellence. You will work in a fast-paced environment where you will develop and implement service initiatives, mentor junior staff, and liaise with other departments to ensure client expectations are not only met but exceeded. This position offers the opportunity to engage with varied customer interactions that will leverage your critical problem-solving skills and provide growth opportunities in company operations.

Responsibilities

• Provide exceptional service to customers by resolving complex issues promptly.
• Act as a liaison between customers and internal departments to resolve issues.
• Mentor and guide junior customer service representatives to improve team performance.
• Analyze customer feedback to identify areas for service improvement and innovation.
• Coordinate with sales teams to ensure customer satisfaction targets are met.
• Utilize customer service software for tracking, reporting, and case management.
• Maintain detailed documentation and records of customer interactions and resolutions.
• Handle escalated customer complaints and coordinate resolutions with relevant departments.
• Conduct training sessions for new staff on customer service best practices.
• Implement strategies to effectively manage and prioritize a high volume of inquiries.
• Develop and update customer service policies and manuals for improved support.
• Collaborate with cross-functional teams to enhance the customer experience strategy.

Requirements

• Bachelor’s degree in Business, Communications, or a related field preferred.
• Minimum of 5 years experience in customer service roles, ideally in a senior capacity.
• Strong problem-solving skills with a track record of successful resolutions.
• Excellent verbal and written communication skills essential for this role.
• Proficient in using CRM software and MS Office Suite for daily tasks.
• Ability to work independently, make informed decisions, and solve issues proactively.
• Demonstrated leadership skills with the ability to mentor and develop staff.
• Strong organizational skills with the ability to multitask effectively under pressure.