Senior Customer Service Rep.

<u>Primary Role:</u> Senior Customer Service Rep serves as a more experienced and knowledgeable point of contact for customers compared to entry-level CSRs. Their overview and overall purpose involve; Advanced Issue Resolution, Mentorship and Training, Process improvement, and Customer Service Management. The purpose of Senior CSRs is to provide exemplary service, support their team members, contribute to continous improvement efforts, and cultivate strong relationship with Customers to drive satifsfation and loyatlty. <u>Key Accountabilities:</u> Support sales team by answering inquiries, providing information, and assisting with order processing.Collaborate with the sales team and business support to identify customer needs and opportunities for upselling.Handle customer complaints or issues related to sales and ensuring prompt resolution.Develop and maintain strong relationships with customers through regular communicationAnticipate customer needs and proactively offering solutions or suggestions to enhance their experiencePersonalize interactions to make customers feel valued and appreciated.Monitor customer accounts for any changes or issues and taking proactive steps to address them.Identify opportunities to optimize customer accounts and maximize sales potential.Continuously enhancing skills and knowledge through training, workshops, or professional development opportunities.Mentor and support junior <span>representatives/specialists,</span> providing guidance and assistance as needed.Handle escalated issues and resolve complex problems effectively.Collaborate with other departments to address customer concerns and improve processes.Assist in developing training materials and conducting training sessions for junior staff.Provide feedback to management regarding areas for improvementPerform any other tasks related to the function, depending on needs (integrations, projects, etc.)Continuously enhancing skills and knowledge through training, workshops, or professional development opportunities.<u>Education:</u>High School diploma or equivalent is the minimum requirement. <u>Experience:</u>•Recommend 4+ years Customer Service Experience (internal/ external)•Fluent in English and Country language required (depending on the country), with strong written and verbal communication skills•Intermediate computer Skills with accurate keyboarding skills. Experienced in using MS Word, Excel, Internet applications including email, ERP systems (SAP/JDE/AS400)•Has developed specialized skills or is multi-skilled in own work area•Person in this band may:•Manage orders or claims / credits on multiple countries or divisions•Be a Product / Account / Customer expert•Be a User group member•Be a Local team trainer•Be a E-business coordinator•Be Proficient in Continuous Improvement•Be Proficient in Project Management<u>Knowledge:</u>-Advanced problem-solving abilities to handle complex customer issues-Strong decision-making skills-Ability to adapt to changing situations and handle ambiguity-Ability to listen to others and understand their needs,-Effective communication and time management skills-Comprehensive understanding of the company's products or services to provide accurate information and support.-Willingness to collaborate with colleagues across departments to address customer needs and improve service quality.