Customer Service Specialist (A234726) at xTool in Mountain View, California

Posted in Other about 14 hours ago.

Type: full-time





Job Description:

Position: Customer Service Specialist

Location: Mountain View, CA

Job Summary: We are seeking a proactive Customer Service Specialist to join our team in Mountain View, CA. The ideal candidate will adeptly manage customer interactions across multiple channels-including phone calls, emails, and live chat-while generating insightful customer reports and ensuring compliance with Customer Satisfaction (CSAT) standards.

Key Responsibilities:

  • Multichannel Customer Support: Efficiently handle customer inquiries and issues via phone, email, and live chat, ensuring timely and accurate responses.
  • Issue Resolution: Address and resolve customer complaints with professionalism and empathy, escalating complex cases when necessary.
  • Order Management: Assist customers with product orders, returns, and exchanges, ensuring seamless transactions.
  • Data Management: Maintain detailed records of customer interactions and transactions in the CRM system.
  • Customer Insights Reporting: Analyze customer feedback and interaction data to generate reports that inform product development and service improvements.
  • CSAT Compliance: Monitor and strive to meet or exceed established Customer Satisfaction (CSAT) metrics.
  • Cross-Department Collaboration: Work closely with sales, product development, and marketing teams to relay customer feedback and contribute to product enhancements.
  • Continuous Improvement: Participate in training sessions to stay updated on product knowledge and customer service best practices.

Benefits:

  • Competitive salary
  • Health, dental, and vision insurance
  • 401(k) with company match
  • Paid time off and holidays
  • Opportunities for professional development

Qualifications:

  • Experience: Minimum of 2 years in a customer service role, preferably within the consumer goods industry, with experience handling multichannel support.
  • Communication Skills: Excellent verbal and written communication abilities.
  • Analytical Skills: Proficiency in analyzing customer data and generating actionable insights.
  • Technical Proficiency: Familiarity with CRM systems and customer service software.
  • Education: High school diploma or equivalent; a bachelor's degree is advantageous.
  • Problem-Solving: Strong ability to troubleshoot issues and provide effective solutions.
  • Customer Focus: Demonstrated commitment to delivering exceptional customer experiences.

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