We are hiring executive customer relations experts

13 Mar 2018 13:05 - 13 Mar 2018 15:37 #59368 por ALORICA27febrero
ALORICA27febrero Publicó: We are hiring executive customer relations experts
Position
Executive Customer Relations

Job Summary
The Executive Customer Relations will be required to have advanced knowledge of Samsung products, along with advanced knowledge of Samsung procedures and guidelines. This position is responsible for handling escalated customer calls. This individual will require ability to resolve customer issues independently while maintaining the highest level of customer service.

Responsibilities:
• Exceed productivity standards; such as overall accuracy; maintaining Service Level of Agreement; backlog management of departmental and individual markets and maintaining daily statistic
• Proven ability to diffuse an escalated customer situation and bring the customer issue to closure.
• Complete all required documentation for exchanges, refunds, Service Action Requests and any other customer interaction.
• Take ownership of queries and proactively follow through to resolution.
• Ensure all customers’ queries are investigated and resolved with minimal escalation
• Ability to make independent decisions based on established guidelines
• Must be able to adhere to an assigned work schedule, must be dependable and punctual
• Will acquire and retain multiple product range knowledge
• Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.
• Maintain Customer focus always and respond to customers’ enquiries (e-mails phone and fax) using the Best Practice guidelines.
• Work within agreed service levels, striving to exceed customer expectations wherever possible.
• Adhere to agreed standards of quality and quantity and process all orders/ claims/ queries with a minimum 98% accuracy rate
• Maintain professional working relationship with internal and external customers, customer service management and colleagues

Qualifications:
• Knowledge of effective negotiation techniques used to quickly resolve escalated customer issues.
• Demonstrate the ability to diffuse situations, utilize effective negotiation skills and bring the customer issue to closure while maintaining the highest level of customer service.
• Ability to communicate effective with multiple levels of management within the organization and the client
• Ability to work flexible schedule, including weekends and holidays. Must be dependable and consistently punctual for all schedules shifts.
• Ability to prioritize work, manage time effectively and work successfully in a fast paced, muliti-faceted environment.
• Must have an in-depth knowledge of Samsung products, guidelines and procedures.
• Self-motivated, creative, flexible, willing to take initiative, be accountable, and able to effectively handle multiple task simultaneously.
• Proficient in MS Office software including Excel, Outlook and Word.
• Demonstrate a high level of accuracy and attention to detail
• Must be able to accurately complete basic math calculations
• Previous customer service experience preferred.

* Assessment may be conducted to determine skill level.

Location:
National District, Dominican Republic

How to apply?
Contact us at (829) 470-6284 or use the following button to send your resume:
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