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 continous improvement efforts, and cultivate strong relationship with Customers to drive satifsfation and loyatlty.
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.
