Position Overview:
The Customer Service Agent is entrusted with the independent and efficient management of the company's customer service operations. In this role, you will play a pivotal part in enhancing our customer service and driving the achievement of our NPS targets.
Key Responsibilities:
1. Respond to customer inquiries and complaints in collaboration with shop and regional managers using Zendesk.
2. Oversee the smooth processing of online orders, working closely with both the logistics and online marketing teams.
3. Manage customer and store hotlines through Zendesk Talk.
4. Keep customer complaints, requests, and satisfaction surveys updated in Zendesk.
5. Update and maintain customer records alongside relevant departments (including tasks such as deduplication and account matching).
6. Produce regular reports on issues encountered on our online sales platform and propose improvements.
Required Skills & Competencies:
1. Strong communication skills with customers.
2. Fluent in French, Swiss German and English.
3. Proven ability to work collaboratively across various departments.
4. Proficiency with digital tools.
5. Composure and the ability to stay calm under pressure.
6. A proactive mindset with a focus on finding solutions for both customer issues and internal challenges.
7. This role is ideal for someone who thrives in a dynamic, collaborative environment and is passionate about delivering excellent customer service.
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