About the role
Responsibilities:
- Provide exceptional customer support through phone, chat, email, social media, and other communication channels.
- Handle complex customer inquiries, complaints, and service requests while ensuring timely and accurate resolution.
- Serve as a subject matter expert for customer care processes, products, services, promotions, and loyalty programs.
- Investigate and resolve escalated customer concerns while delivering an outstanding customer experience.
- Review, update, and maintain customer account information with a high degree of accuracy.
- Document customer interactions, resolutions, and case details within CRM and case management systems.
- Monitor and resolve customer cases within established Service Level Agreements (SLAs).
- Identify recurring customer issues, process gaps, and improvement opportunities and escalate trends when appropriate.
- Provide guidance and support to associates on complex customer issues and best practices.
- Collaborate with cross-functional teams to resolve customer concerns and improve service delivery.
- Respond to social media inquiries and online customer reviews in accordance with company guidelines.
- Analyze customer feedback and recommend improvements to enhance the customer experience.
- Ensure compliance with customer care policies, quality standards, and regulatory requirements.
- Participate in continuous improvement initiatives, quality programs, and operational excellence activities.
- Meet established productivity, quality, customer satisfaction, and performance metrics.
- Demonstrate professionalism, ownership, accountability, and a commitment to delivering Extraordinary Customer Care.