Spécialiste, expérience client/Customer Experience Specialist
Role Overview
The Customer Experience Specialist provides high-quality customer support and problem resolution utilizing telephone and email technologies. This position is mainly responsible for managing general customer concerns which may include mis-shipments, returns, and pricing discrepancies; escalating as needed to ensure issues are handled in a timely manner.
The Customer Experience Specialist performing at this level will be required to utilize skills from training, education, or experience to fulfill their daily responsibilities. In addition, this role will be working in a team environment, working to maximize individual and overall team performance.
Key Skills for This Role
Full Job Posting
Position Type
Full-time
Working Arrangement
In Office
SOMMAIRE DU POSTE
Le (la) Spécialiste de l’expérience client offre un support client de haute qualité et résout les problèmes en utilisant les technologies de téléphone et courriel. Ce poste est principalement responsable de la gestion des préoccupations générales des clients, qui peuvent inclure les erreurs d’expédition, les retours et les écarts de prix, en escaladant les situations au besoin afin de s’assurer que les problèmes sont traités en temps opportun.
Le (la) spécialiste de l’expérience client opérant à ce niveau devra utiliser les compétences acquises par la formation, l’éducation ou l’expérience pour remplir ses responsabilités quotidiennes. De plus, ce rôle implique de travailler en équipe afin de maximiser la performance individuelle et collective.
RESPONSABILITÉS
Gérer les appels des clients, des commerciaux et des utilisateurs finaux
Répondre aux courriels, aux demandes des clients, aux informations sur les produits, aux états de commande et aux questions des utilisateurs finaux
Saisir et traiter avec exactitude les commandes clients dans le système ERP en temps opportun
Générer des devis pour les clients
Développer et maintenir une base de connaissances sur les offres de produits en évolution
Fournir un excellent service client de qualité en établissant des relations avec les clients existants et commerciaux
Résoudre de façon proactive les problèmes des clients
APTITUDES
Excellentes habilités en communication et en relations interpersonnelles
Solides capacités opérationnelles ainsi qu’une aptitude à gérer plusieurs tâches simultanément tout en respectant des délais serrés
Avoir le souci du service à la clientèle
Être attentif aux demandes des clients
Capacité à gérer efficacement les situations stressantes
QUALIFICATIONS
- Minimum de 2 ans d’expérience en service à la clientèle
- Maîtrise et connaissance des logiciels Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Expérience dans l’utilisation d’un système ERP pour gérer et mettre à jour avec exactitude les données d’entreprise pertinentes
- Expérience dans un environnement de travail dynamique, avec de bonnes compétences en gestion du temps et un haut niveau d’organisation
- _____
JOB SUMMARY
The Customer Experience Specialist provides high-quality customer support and problem resolution utilizing telephone and email technologies. This position is mainly responsible for managing general customer concerns which may include mis-shipments, returns, and pricing discrepancies; escalating as needed to ensure issues are handled in a timely manner.
The Customer Experience Specialist performing at this level will be required to utilize skills from training, education, or experience to fulfill their daily responsibilities. In addition, this role will be working in a team environment, working to maximize individual and overall team performance.
RESPONSIBILITIES
- Manage calls from customers, salespeople and end users
- Respond to emails on customer inquiries, product information, order statuses and end user questions
- Accurately enter and process customer orders in the ERP system in a timely manner
- Generate quotes for customers
- Develop and maintain a knowledge base on evolving product offerings
- Provide excellent quality customer service by building relationships with existing and business customers
- Proactively resolve customer issues
SKILLS
- Excellent communication and interpersonal skills
- Strong operational skills as well as an ability to manage multiple tasks simultaneously while meeting tight deadlines
- Demonstrate a strong commitment to customer service
- Be attentive to customer requests
- Ability to effectively handle stressful situations
QUALIFICATIONS
- Minimum of 2 years customer service experience
- Competency and knowledge of Microsoft Office software (Word, Excel, PowerPoint, Outlook)
- Experience in working with an ERP system to manage and update relevant business data accurately
- Experience with working in a fast paced environment, with time management skills and high level of organization.
Area of Interest
Customer Experience
About PIP Global Safety
Provides personal protective equipment and safety solutions.
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