Why Work for i-PROi-PRO became independent from Panasonic in October 2019. We strive to capture moments of underlying truth to better support the decisions of those professionals who protect and save lives, providing a safer and more peaceful world. Every day, we work hard to deliver new value to society, and we are working together to solve our customers' problems. Our employees describe our culture as that of an entrepreneurial mature start up, family oriented, and value-driven organization where people get to grow professionally along with the company. We look for people who are BOLD, TRUSTED, FLEXIBLE, have a high sense of urgency for results, and hold themselves to a high level of accountability. If this sounds like you, i-PRO is for you!Are you...A high-energy sales professional? Do you value honesty and building TRUST with your customers? Do you like to give best-in-class customer experience? Are you resilient even after hearing a no a few times? Are you FLEXIBLE and adaptable to a growing organization? Are you BOLD enough to try new ways of doing things and speaking up with ideas to make the organization better? If you said yes to these, we want YOU!Purpose of the JobAs a Customer Experience Specialist I, you will play a crucial role in ensuring exceptional customer satisfaction and fostering positive interactions between our organization and its customers. You will be responsible for managing and enhancing the overall customer experience by following and processing customer orders proactively, addressing inquiries, resolving issues, and maintaining a high level of customer engagement. Your expertise in customer service and ability to empathize with customers will contribute to building long-term relationships and driving customer loyalty.1. Proficient in handling complex customer issues.2. Provide support for escalated inquiries.3. Use the ticketing system to track and resolve issues efficiently.Key Responsibilities
Order Processing: Process and manage customer orders, ensuring accuracy, completeness, and timely delivery. Collaborate with the customer sales team and other internal parties to address any order-related inquiries or issues.Dedicated Customer Service Phone line: Answering incoming phone calls. Making outgoing phone calls as needed.Following up on voicemails. Directing calls to the proper departments as needed.Sales Support: Assist the sales team by processing orders in a timely manner. Follow up and include sales member as need be to be sure orders and inquiries are being processed an accordingly. Collaborate as need be to ensure we are providing excellent service to not only our customers but in support of our sales team.Account Management: Build and maintain strong relationships with key account customers. Address their inquiries, provide order status updates, and offer a high level of customer service. Identifying customer needs and taking proactive steps to maintain positive experiences.Collaboration: Collaborate with cross-functional teams to implement improvements based on customer feedback, enhancing overall customer satisfaction.Customer Engagement and Relationship Building: Respond to customer inquiries and address complaints or concerns in a timely manner. Provide excellent customer service and ensure customer satisfaction. Build positive relationships with customers for repeat businesses.Qualifications: Education & Experiences
- Bachelor's degree or equivalent work experience.
- Previous experience in customer service, customer support, or a related role is required.
- Proficiency in using customer relationship management (CRM) software and customer portal administration tools.
- Strong communication and interpersonal skills to interact with key accounts, the sales team, and internal stakeholders.
- Detail-oriented with the ability to manage multiple tasks and meet deadlines.
- A customer-centric mindset with a commitment to delivering excellent service.
- Able to work in a fast paced environment.
Competencies, Skills & Knowledge
- Clear Communication
- Strong written and Verbal skills
- Ability to work with vast amounts of data for reconciliation, maintenance, and customer data hygiene.
- Ability to work prolonged times independently and at a computer desk.
- Ability to think critically and adapt to changing situations while maintaining composure
- Passion for delivering exceptional customer experiences and a commitment to exceeding customer expectations.