Customer Care Associate

The Customer Care Associate is responsible for ensuring a superior customer experience by managing and interacting with Sales Associates, retail customers, and consumers through chat, email and phone call. He/She is responsible for organizing and responding to customer inquiries and requests, and collaborating with cross-functional teams such as fulfillment, production and finance. The Customer Care Associate strives to build a positive relationship with customers and always ensures inquiries, projects and tasks move forward in the most effective and efficient way possible, while following the “Beliefs in Action” statement of Matouk’s guiding principles.

Main Duties amp; Responsibilities:

• Provide superior service to customers and Sales Associates which is reflective of the Matouk brand and principles of the organization.

• Achieve High Customer Satisfaction Rating via accurate, professional, and expedient response to customer requests and appropriate resolution of issues, concerns, and/or complaints.

• Strive to provide first-call resolution by handling and resolving customer inquiries and complaints in a prompt, professional and courteous manner.

• Direct requests and unresolved issues to the appropriate resource, and follow up to ensure satisfactory resolution for the customer.

• Record details of inquiries, comments and complaints, and follow up as appropriate.

• Maintain collaborative relationships with cross-functional departments.

• Maintain knowledge of product lines, prices, delivery times, the company, the brand, systems, and sales channel requirements.

• Other duties as assigned.

Qualification Requirements:

• 2-5 years experience working in a customer service role.

• Must possess creative problem solving skills.

• Ability to take initiative to find a lasting proactive solution to common trends.

• Strong knowledge of customer service principles and practices.

• Strong oral and written communication skills are a must.

• Outstanding organizational skills..

• Excellent interpersonal skills, with the ability to interact with all levels of employees.

• Ability to multitask in a fast-paced environment, handling both Phone Calls and Cases (emails), and Chats simultaneously.

• Knowledge of relevant computer applications

Must Have Competencies:

• Reaching amp; maintaining compliance to phone schedule while focusing on quality and research necessary to perform the job.

• Maintaining thorough working knowledge of products, processes, procedures, and systems.

• Working through competing priorities between internal departments while attempting to achieve customer requests.