As a Senior Customer Service Representative, you will be the key point of contact for customers requiring advanced support. You will handle complex inquiries, resolve escalated issues, and mentor junior representatives to ensure high standards of customer satisfaction. Your role is critical in maintaining strong customer relationships and improving service quality.
Key Responsibilities:
Handle escalated customer inquiries and complaints with professionalism and efficiency.
Provide expert guidance and solutions for complex customer issues.
Mentor and train junior customer service staff to improve team performance.
Liaise with internal departments such as sales, technical support, and management to resolve customer problems.
Maintain accurate records of customer interactions, transactions, and feedback.
Analyze customer feedback to identify trends and recommend improvements.
Ensure adherence to company policies, procedures, and service standards.
Participate in developing customer service strategies and process enhancements.
Generate and review reports on customer service performance and metrics.
Foster long-term relationships to enhance customer loyalty and retention.
Qualifications:
Proven experience in customer service, preferably in a senior or supervisory role.
Excellent communication, problem-solving, and interpersonal skills.
Ability to handle difficult situations and provide effective solutions.
Strong organizational skills and attention to detail.
Proficiency in customer service software and Microsoft Office applications.
Ability to mentor and lead a team effectively.