Customer Care Associate

3 weeks ago

London, United Kingdom Townhouse Full time

**Duties and Responsibilities**:

- **Issue Resolution**: Effectively troubleshoot and resolve customer complaints, concerns, and problems to ensure a satisfactory resolution, while maintaining a calm and empathetic demeanour.
- **Product Knowledge**: Develop a deep understanding of our products, services, and offerings to provide accurate information and recommendations to customers.
- **Order Management**: Assist customers in placing orders, processing returns, exchanges, and cancellations, ensuring accuracy and adherence to company policies.
- **Communication**: Maintain clear and concise communication with customers, colleagues, and other departments to relay relevant information, updates, and feedback.
- **Problem Solving**: Analyse complex situations and devise creative solutions to address customer needs, escalating issues as necessary while striving for first-contact resolution.
- **Documentation**: Accurately document customer interactions, issues, and resolutions in the company's CRM system, providing valuable insights for continuous improvement.
- **Customer Feedback**: Collect and analyse customer feedback to identify trends, recurring issues, and areas for improvement in products, services, or processes.
- **Upselling and Cross-selling**: Identify opportunities to promote additional products or services to customers based on their needs, enhancing their experience, and contributing to revenue growth.
- **Team Collaboration**: Collaborate with cross-functional teams such as sales, marketing, and technical support to share customer insights and contribute to overall customer satisfaction strategies.

**Qualifications**:

- Minimum 1 year of experience working in a customer-facing contact centre position.
- Proven experience in a customer service role, with excellent interpersonal and communication skills.
- Proficient in using Microsoft Office, CRM systems, e.g. Zendesk
- Fluent in English
- Ability to remain calm under pressure, handle difficult situations tactfully, and exhibit empathy towards customers.
- Strong problem-solving skills and attention to detail.
- Proficient in using technology and various communication channels.
- Ability to adapt to changing processes and procedures.
- A positive attitude and willingness to go above and beyond to meet customer needs.
- Strong time management skills and the ability to prioritize tasks effectively.

Join our team as a Customer Care Associate and play a pivotal role in delivering exceptional customer experiences that contribute to our company's success and growth.

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