Customer Relations Specialist

Job Description:

Handles customers concerns specifically related to their experience with the Consumer products and support
Understands the product and consumer support customer experience
Possesses the ability to communicate to customers effectively. He/She should have pleasant and persuasive skills and must be able to give comfort to customers while he/she deals with them;
Must demonstrate keen interest to find out the real needs of the customers and help resolve their problems.
Gather customer insights based on their support and product experience.
Work with the technical support engineers and team leads when necessary, to resolve the customers concerns.
Records conversation with customers and prepare reports
Work closely with non-Consumer support teams (i.e., Digital River, Legal, Business Bureau, etc) when handling customer complains
Provide root-cause analysis and recommendations to improve the product and support processes.
May participate in product testing and process review activities.

Requirements:

- Bachelor's Degree in any 4 year course
- 2 to 3 years experience in customer service (call center) – Sr. Customer Service Representative position is an advantage
- Complaints Management Experience is an advantage
- Have excellent communication skills, and in particular, to be superb at social interaction whether it be in world, on the telephone or in writing.
- Very Patient in handling concerns from different types of people
- Willing to go on flexible schedule
- Highly motivated to learn.
- Ability to learn new concepts quickly and apply to assigned tasks and responsibilities.
- Able to manage tasks and project schedule.
- Good to excellent cross-functional team coordination skills
- Demonstrated ability to think work as part of a team, to integrate with others and to show personal initiative when called for.
- Results-oriented, career-minded, hard-working, focused, and team-oriented employee
- Strong analytical and problem-solving skills;
- Has the initiative and the ability to offer new ideas;
- Strong knowledge of customer care processes and techniques;
- Dedication to providing exceptional customer service;