Position: Customer Service Specialist
Location: Mountain View, CA
Job Summary: We are seeking a proactive Customer Service Specialist to join our team in Mountain View, CA. The ideal candidate will adeptly manage customer interactions across multiple channels-including phone calls, emails, and live chat-while generating insightful customer reports and ensuring compliance with Customer Satisfaction (CSAT) standards.
Key Responsibilities:
- Multichannel Customer Support: Efficiently handle customer inquiries and issues via phone, email, and live chat, ensuring timely and accurate responses.
- Issue Resolution: Address and resolve customer complaints with professionalism and empathy, escalating complex cases when necessary.
- Order Management: Assist customers with product orders, returns, and exchanges, ensuring seamless transactions.
- Data Management: Maintain detailed records of customer interactions and transactions in the CRM system.
- Customer Insights Reporting: Analyze customer feedback and interaction data to generate reports that inform product development and service improvements.
- CSAT Compliance: Monitor and strive to meet or exceed established Customer Satisfaction (CSAT) metrics.
- Cross-Department Collaboration: Work closely with sales, product development, and marketing teams to relay customer feedback and contribute to product enhancements.
- Continuous Improvement: Participate in training sessions to stay updated on product knowledge and customer service best practices.
Benefits:
- Competitive salary
- Health, dental, and vision insurance
- 401(k) with company match
- Paid time off and holidays
- Opportunities for professional development
Qualifications:
- Experience: Minimum of 2 years in a customer service role, preferably within the consumer goods industry, with experience handling multichannel support.
- Communication Skills: Excellent verbal and written communication abilities.
- Analytical Skills: Proficiency in analyzing customer data and generating actionable insights.
- Technical Proficiency: Familiarity with CRM systems and customer service software.
- Education: High school diploma or equivalent; a bachelor's degree is advantageous.
- Problem-Solving: Strong ability to troubleshoot issues and provide effective solutions.
- Customer Focus: Demonstrated commitment to delivering exceptional customer experiences.