Customer Service Representative

at  Solenis

Primary Role: 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 continuous improvement efforts, and cultivate strong relationship with Customers to drive satisfaction and loyalty.
Key Accountabilities:
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 communication.
Anticipate customer needs and proactively offering solutions or suggestions to enhance their experience
Personalize 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 representatives/specialists, 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 improvement
Perform 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.
Education:
High School diploma or equivalent is the minimum requirement
Experience:
Recommend 2/3+ years Customer Service Experience (internal/ external)
Fluent in English (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
Knowledge:
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

Please refer the Job description for details