Core Responsibilities:
- Manage and resolve advanced or escalated customer complaints and inquiries via multiple channels (phone, email, chat).
- Document, track, and follow up on complex issues using CRM software to ensure timely and complete resolution.
- Identify and report recurring technical or procedural issues to management for process improvement.
- Proactively engage with customers (in-person or virtually) to understand their specific needs and preferences.
- Maintain an up-to-date knowledge of competitor products and industry trends.
- Meet or exceed individual and team sales targets and Key Performance Indicators (KPIs).
- Assist in the calibration process to ensure scoring consistency across the quality assurance team.
- Maintain accurate records of quality metrics and prepare detailed performance reports.
