Customer Relations Specialist
Description
CORE RESPONSIBILITES:
- This role involves managing the company's social media accounts and promptly responding to customer inquiries and feedback.
- Oversee and resolve complex customer cases that require Level 2 support, serving as a next step for issues unresolved by initial contact points including Showrooms, social media, and Customer Support.
- Deliver professional and empathetic customer support via variety of channels.
- Communicating issues to various departments
- Provide thorough solutions to customer issues
- Capture and process customer interaction information
- Set clear time frames and expectations on when responses will be received and followed up
- Attend training, maintaining up to date and relevant knowledge on products, services, and policies
- Provide a wide range of support to other team members and departments
- Provide resolutions to customer product faults in line with product warranties, legislative requirements and internal processes
- Facilitate and manage stakeholder feedback loops, ensuring that significant customer issues and insights are effectively communicated and acted upon across various departments.
About you:
- We are seeking someone with experience in providing customer service through social media platforms
- You will have a positive and fun disposition with a positive approach and flexibility to get in and do what needs to be done
- Strong decision-making capabilities
- Able to think outside the box where required
- The ability to work within a high volume and dynamic environment
- The ability to manage multiple competing priorities
- Computer literate with experience and or ability to work with a CRM
- High attention to detail and able to problem solve, resolve issues, and think on your feet to deliver the best outcome
- A team player who is collaborative and adaptable to assist the greater team when required
- Ability to learn quickly and thrive in a fast-paced environment
- Strong organisational skills and ability to multitask and effectively time manage
- Be self-driven and able to work autonomously or in a team environment
- Outstanding relationship building, coupled with exceptional verbal and written communication skills will be key in this role