Respond promptly and courteously to customer inquiries via various channels, ensuring satisfaction and resolution of issues.
Develop a comprehensive understanding of product line and services to deliver accurate solutions tailored to customer needs.
Utilize support software proficiently to manage and document customer issues, ensuring follow-up actions are executed promptly.
Collaborate seamlessly with internal departments, serving as a liaison to convey customer feedback and ensure a customer-centric approach across the organization.
Handle escalations from Franchisees with efficiency and tact, ensuring timely resolution.
Take proactive measures to communicate with Franchisees, minimizing order delays and ensuring smooth operations.
Generate and distribute quotations, hand-over emails, and customer inquiry emails daily, maintaining consistent communication.
Prioritize responsiveness to customer calls and emails, maintaining a turnaround time of 24 hours or less.
Conduct regular follow-ups with unresponsive customers to uphold process integrity.
Facilitate efficient handover of quotes to the Deployment team within 48 hours of their signing.
Collaborate closely with back-end Sales Operations and deployment teams to validate and maintain the accuracy of Sales Order data.
Actively contribute to process automation initiatives aimed at enhancing customer relationships and operational efficiency.
Qualifications & Experience:
High school diploma or equivalent; Bachelor's degree in a related field preferred.
Demonstrated experience or aptitude for providing high-quality customer service.
Proficiency in Microsoft Office suite, particularly Excel.
Familiarity with CRM software such as Salesforce, Synergy, or Exact is advantageous.
Exceptional verbal and written communication skills, with a professional demeanor.
Strong team player with the ability to work independently when necessary.
Proven ability to collaborate effectively with cross-functional teams to meet customer needs and organizational goals.
Natural ability to cultivate and maintain positive relationships with customers.
Strong problem-solving skills and a genuine enthusiasm for assisting customers.
Ability to multitask efficiently in a fast-paced environment with high volumes of customer inquiries.