Responsibilities
- Handle incoming customer calls to provide support with product information, ordering, shipping, and website navigation.
- Answer basic inquiries about products, guide customers through order placement, and provide shipping details.
- Support customers by providing order status updates, creating user accounts, and processing standard orders.
- Resolve escalated service issues and ensure customers receive timely and satisfactory solutions.
- Manage non-voice customer interactions including voicemail, email, e-fax, and social media messages.
- Respond to customer complaints and questions through written channels with professionalism and timeliness.
- Monitor and address escalations reported via Bazaar and other digital platforms.
- Maintain accurate records of all customer communications and issue resolutions.
- Support the onboarding of reseller clients by setting up new accounts in the M3 system.
- Assist with UPS claims by investigating missing shipments, initiating package trace requests, and supporting documentation.
- Conduct outbound outreach to identify and engage potential new customers.
- Perform online research to locate prospects and expand market reach.
- Make follow-up calls and send emails to generate qualified sales leads.
- Ensure all customer interactions are documented and handled according to service standards.
Work Arrangement
Remote
