Customer Service Back Office Specialist
2 days ago
Job Title: Customer Service Back Office Specialist
Key Responsibilities:
- Handling Customer Inquiries and Complaints:
- Follow up on customer inquiries or complaints escalated from the customer service department.
- Verify the details of complaints and resolve them in coordination with relevant departments.
- Prepare reports on recurring complaints to identify root causes and work towards resolving them.
- Data and Document Management:
- Record and maintain customer data and conversations in designated systems to ensure accuracy and ease of reference.
- Update customer information as needed (e.g., personal details or order status).
- Supporting Daily Operations:
- Process incoming customer requests (e.g., refunds, returns, or order modifications) and ensure timely and accurate execution.
- Ensure adherence to customer service policies, such as return and exchange policies.
- Coordination with Other Departments:
- Collaborate with different departments (e.g., shipping, accounts, sales) to ensure efficient resolution of customer issues.
- Follow up on pending orders or special cases requiring additional intervention.
- Compliance with Policies and Procedures:
- Ensure that all customer service-related operations align with company policies and legal compliance requirements.
- Support front-line teams in understanding and applying policy changes.
Additional Skills:
- Strong understanding of Customer Relationship Management (CRM) systems.
- Analytical skills to identify process weaknesses.
- Attention to detail to prevent errors that affect the customer experience.
Not Applicable
Employment typeFull-time
Job functionCustomer Service and Quality Assurance
IndustriesCosmetics and Retail
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