Descrição
Job Purpose:
To provide excellent customer service by handling incoming and outgoing calls, responding to customer inquiries, processing orders, resolving complaints efficiently, and ensuring a positive customer experience that supports the retail business objectives.
Key Responsibilities:
- Handle incoming customer calls and respond promptly to inquiries regarding orders, products, store locations, and promotions.
- Process customer orders, returns, and exchanges accurately in the system.
- Record all customer interactions and feedback in the CRM system for tracking and reporting.
- Resolve customer complaints professionally and escalate complex cases to the supervisor when necessary.
- Follow up on pending cases to ensure timely resolution and customer satisfaction.
- Support online and in-store operations through coordination with retail branches, delivery teams, and logistics.
- Maintain up-to-date knowledge of products, policies, and ongoing promotions.
- Contribute to meeting call center KPIs such as response time, first-call resolution, and customer satisfaction scores.
- Participate in regular team meetings and training sessions to enhance service quality.