Responsibilities
- Handle incoming email inquiries to address post-purchase customer issues such as product details, order updates, billing questions, pricing clarification, and requests for replacements or adjustments.
- Manage refund and cancellation discussions with customers, offering solutions within policy guidelines.
- Address complaints and concerns related to charges, order status, and delivery tracking through email correspondence.
- Process new orders from customers who call in, using existing customer records for accuracy and efficiency.
- Identify and forward complex orders to higher-level support or other departments when necessary.
- Initiate follow-up calls to resolve incomplete or dropped customer interactions.
- Ensure resolution of at least 90% of call center contact attempts through timely callbacks.
- Maintain clear communication channels for ongoing customer service needs via email and phone.
