Job Description
The Customer Service Assitant at SynxBody plays a pivotal role in providing exceptional customer service across multiple channels, addressing inquiries regarding SynxBody products. This position also involves supporting team members with various projects as needed.
Job Title
- Customer Service Assistant
Work Schedule
- Dayshift
Job Qualifications/Requirements
- Highly motivated and target-driven with a proven track record in customer service
- Attention to detail is essential
- Familiarity with Gorgias CRM software
- Excellent communication skills, both written and verbal
- Strong initiative and problem-solving skills
- Proficient experience using MS Office, in particular Outlook, Word, Excel
- Prioritizing, time management and organizational skills
- Customer focussed attitude
- Relationship management skills and openness to feedback
- Possess a resilient nature
Job Responsibilities
- Monitor the Gorgias customer service platform regularly.
- Prioritize and manage incoming customer inquiries efficiently.
- Keep Gorgias records and tickets updated with relevant information.
- Follow up with customers to ensure their issues are resolved satisfactorily.
- Respond promptly to email inquiries, providing accurate and helpful information.
- Address customer inquiries submitted through website contact forms.
- Collaborate with team members to resolve complex inquiries effectively.
- Engage with customers via live chat on the website, offering real-time assistance.
- Provide information on products, services, and promotions during chat interactions.
- Ensure a positive and informative chat experience for customers.
- Guide customers through the returns process, including initiating return requests and providing return labels.
- Keep records of return requests and exchanges for accurate tracking.
- Communicate with the logistics team to ensure seamless return processing.
- Address customer complaints professionally and empathetically.
- Investigate the root causes of complaints to determine appropriate resolutions.
- Propose and execute solutions to turn negative experiences into positive ones.
- Follow up with customers to confirm their satisfaction with the resolution.
- Monitor comments and queries on social media platforms (e.g., Facebook, Instagram, Twitter).
- Respond to customer inquiries and comments in a friendly, engaging, and informative manner.
- Escalate any serious issues or concerns to the Sales & Accounts Manager.
- Monitor social media trends and customer sentiment to inform product and service improvements.
- Collaborate with the wider customer support team to share any sales orders and practitioner inquiries.
- Stay informed about product updates, promotions, and company policies to provide accurate information to customers.
- Participate in regular training and development activities to enhance customer service skills.
- Maintain up-to-date knowledge of Gorgias features and functionalities.
Good luck and God Bless!