The Customer Service Team interact with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions. They take and process transactions via phone, internet and correspondence from customers and representatives and respond to inquiries about products or services. They may promote and sell company's products or services as well as investigate and resolve customer complaints. A key area of focus is to develop strong business relationships via the extraordinary customer experience strategy.
This position is the central point of contact for various accounts regarding all daily operational requirements from inquiry and pre-orders needs through all post-order activities. Key performance responsibilities of this role to achieve the goal of Customer Satisfaction improvements include:
Extraordinaire Customer Experience (ECE) and Customer touch point
On-going efforts to drive ECE by interacting professionally for your internal and external customers. KPI's are STS, FCR and efficiency.
Support the execution of improvement actions based on Net Promoter Score (NPS) and transactional surveys. Metric - NPS/Transactional Survey
Customer Relationship & Satisfaction
Manage Service Delivery Process / Execution
Manage Interfaces & Build Service Culture