Handle customer inquiries via phone, email, and social media with a friendly and professional attitude.
Assist customers with product information, order status, and service-related queries. Nurture leads and qualify them as potential clients, acting as the first point of contact in the sales process.
Maintain a detailed record of customer interactions, lead status, and transactions using Salesforce.
Resolve complaints and provide appropriate solutions in a timely manner.
Collaborate with internal teams (sales, logistics, etc.) to ensure smooth customer service operations.
Follow up with leads and customers to ensure satisfaction and foster long-term relationships. Meet or exceed customer service performance targets, including response times, resolution times, and customer satisfaction scores.
Targets and Goals:
Customer Satisfaction (CSAT): Achieve high levels of satisfaction through prompt and effective issue resolution.
First Response Time (FRT): Ensure initial responses to customer queries are delivered within set timeframes.
Issue Resolution Time: Resolve issues within target deadlines, minimizing delays for customers. Lead Conversion: Effectively nurture and qualify leads to support the sales team in converting prospects into customers.
