October 11, 2024

Little Switzerland

FULL TIME

Client Services Professional

Overview: Manage end to end service to customers that have contracted the company with problems or issues with their shopping experience or items purchased.
· Use the CRM program to document issues and potential issues based on customer conversation or email and store alerts.
· Problem-solve issues with the customer directly based on the company’s policies, procedures, and applicable warranty guidelines.
· Escalate issues that require additional attention for timely resolution.
· Manage CRM tickets - classify tickets according to the guidelines, set reminders for timely follow up and ensure each ticket is resolved in a timely manner.
· Audit Pending and On-Hold CRM tickets to make sure that every ticket received proper follow up and were closed.
· Utilize naming guidelines for all CRM tickets, Sub tickets, Customer Folders and files to ensure that everyone is working with the same organized body of work.
· Assist Store Managers with customer services issues in the stores.
· Maintain well written templates and follow up communication with customers.
· Consistently represent the company with an upbeat, enthusiastic, professional demeanor with customers at all times – de-escalate emotions or frustrations with outstanding service and communication.
· Manage all intake on customer repairs including documentation, photographs, system and ticket updates, etc.
· Follow up with the customer repairs including communication and confirmation of costs and timeline.
· Maintain strong product knowledge and policy and procedures updates.
· Stay highly organized and set up system for follow up on each step until the ticket is closed.
Required Skills
· Outstanding communication – written and oral. Consistently upbeat, professional, clear, and concise.
· Organizational with very strong attention to details
· Decision making and personal ownership
· Sense of urgency and empathy
Qualifications
· Experience with customer service
· Knowledge of retail and product knowledge
· Strong technical and communication skills
Ability to commute/relocate: