Address
Form of work
SalaryJOB DESCRIPTION
JOB TITLE:
Customer Care Representative
EMPLOYER
Spectra Baby USA
DEPARTMENT
Customer Care
REPORTS TO
Shay Barnett-Director of Customer Care
SUMMARY
Provides customers with courteous customer service in person or over the phone or responds by e-mails; strives to retain present customers and develop new business by extending professional and efficient service and suggesting additional services and products to serve customers’ needs
DUTIES AND RESPONSIBILITIES:
- Provides information to customers including but not limited to accessories available for sale, instructions on how to use the spectra breast pump
- Assists customers with warranty issues
- Provides timely resolution of customer complaints, concerns, and inquiries
- Builds effective relationships and trust with customers and potential customers by listening to their needs and educating them about the products and services that are most appropriate to their situation
- Responds effectively to customers requesting to return breast pumps determining the reason and offering possible alternatives
- Supports marketing campaigns and product launches
- Accurately completes settlements on a daily basis
- Processes payments
- Prepares reports and correspondence as needed
- Performs other related duties as assigned by management
QUALIFICATIONS:
- High School diploma or equivalent.
- One to two years related experience or equivalent
- Excellent customer service skills
- Excellent verbal and written communication skills
- Proficient on Microsoft Suite, NetSuite
- Commitment to excellence and high standards
- Strong organizational skills; able to manage priorities and workflow
- Ability to work independently and as member of various teams and committees
- Ability to understand and follow written and verbal instruction
- Must be able to speak, read, write, and understand the primary language(s) used in the workplace
- Acute attention to detail
- Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
COMPETENCIES:
Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics
Customer Service- Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; responds to requests for service and assistance; Meets commitments
Teamwork-Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
Interpersonal Skills—Focuses on solving conflict, not blaming: Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; remains open to others’ ideas and tries new things
PHYSICAL DEMANDS AND WORK ENVIORNMENT
- Occasionally required to stand
- Occasionally required to walk
- Frequently required to sit
- Frequently required to utilize hand and finger dexterity
- Frequently required to talk or hear
- Frequently utilize visual acuity to operate equipment, read
technical information, and/or use a keyboard
SIGNATURES
Signature below constitutes understanding of the requirements, essential functions and duties of the position
Role
Name
Signature
Date
Employee
Manager
