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Case manager/Customer Specialist

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The Case Manger (CM) is responsible for providing world-class service to Customers by resolving customer inquiries through multiple contact channels, including phone and chat. The successful representative will address and resolve customer inquiries to ensure first contact resolution. Additionally, the representative is responsible for making every customer interaction count through a relationship building consultative servicing approach that involves identifying opportunities to make every customer successful. 

The CM should have high levels of discretion, with experience in handling highly sensitive material and should be well organized with the ability to work independently in a dynamic, fast-paced environment, multi-task, prioritize workload and should have solid decision making skills. They will be required to consistently contribute ideas to further improve Customer Care and our customers’ experience. 

Primary Responsibilities: 
Provide world-class service to all Customers in a customer centric environment 
Successfully resolve complex customer e-mail and telephone inquiries through the use of multiple customer support tools 
Assisting customers with inquiries while providing consultative support and recommendations 
Document in detail all interactions with customers 
Effectively articulate complex information to a variety of technical and non technical customers 
Educate customers on products and help customers to be successful 
Identify and evaluate opportunities to increase customer retention and satisfaction through the use of up/cross selling products and services 
Successfully performs against department scorecard metrics including 
Quality Assurance, Average Handle Time, and Customer Satisfaction 
Rating 


Qualifications and Skills: 
World-class customer service focus and interpersonal skills with superior verbal and written communication skills 
2-3 years previous success in call center service, or internet company 
Proven ability to communicate complex technical problems in "customer friendly" language 
Consistent record of outstanding quality assurance scores 
Exceptional interpersonal skills and commitment to customer satisfaction 
Proven ability to work in a high paced, nimble, and fluid work environment 
Demonstrate superior troubleshooting skills with hardware and software applications in a PC/Mac environment, ability to think outside of the box and find creative ways to solve customer problems 
A working understanding of e-commerce principles and support elements 
Solid decision making skills 
Must demonstrate effective oral and written communication skills and the ability to work cooperatively with internal and external business partners 
Proven ability to work independently in a fast-paced environment 
Intermediate knowledge of Microsoft Office suite 
Well organized with the ability to multi-task and prioritize workload 
Schedule flexibility 
Bachelor's Degree or equivalent experience required 

 

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