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Customer Service Specialist

 

The main purpose of this position is to create an outstanding and effortless experience at every interaction for customers. Armed with a passion for customer satisfaction, the CSR provides solutions to customer needs in a fast paced call center environment. CSR’s field a large variety of phone call/email inquiries and are responsible for processing orders and responding to all non-technical related service issues.

 

Your Role:

  1. Resolve customers’ issues in professional & timely manner and multitasking through multiple computer systems while talking on the phone.
  • Deliver effortless customer interactions and increase customer retention by applying the principles of Ownership, Follow-up, Attitude, and Solutions.
  • Represent the voice of the customer by identifying and capturing customer feedback through direct customer interactions. Offer proactive solutions to reduce customer effort.
  • Execute timely customer communication via phone and e-mail.  Provide punctual follow up on open inquiries, and quickly identify situations that require escalation.
  • Ability to consistently use sound judgment, take initiative and make good decisions to accomplish job duties and maximize customer satisfaction without compromising the company’s integrity.
  • Promote and educate customers on using eshop/website to obtain invoices, tracking information, place orders, find price and availability and retrieve MSDS/COA’s.
  • Consistently represent the company in a positive, professional manner, utilizing proper phone etiquette and grammar in written correspondence to customers.

 

  1. Efficiently process customer service inquiries and purchase order requests.  Ensure high service levels and process consistency across a multi-site customer contact function.  Effectively manage additional department projects.  
  • Resolve order issues and systematically document all complaints with regard to status, quantity, package size, product, routing, shipping and billing information, etc.
  • Maintain thorough documentation of all customer conversations and actions to support the decision-making process.
  • Report unusual or escalated service issues to the appropriate individuals/departments, ensuring thorough, detailed information is provided.
  • Eliminate backorder situations by shipping product from alternate plant, offering different size, offering substitute item, etc.
  • Ability to achieve excellent call center metrics with regard to availability, number of documents created, error free work, call quality, productivity and dependability goals.
  • Confident and proactive in offering support to the team by successfully managing additional special projects.

 

  1. Strategic account and sales support for defined list of accounts. Enhance open order management to maximize sales revenue.
  • Engage partnership programs with sales, marketing, technical support, SCM, or logistics organizations to provide quality service in Key Account OTC process.
  • Check back order status and provide customers with updated status proactively in a timely manner. 

 

 

Who You Are?

  • Bachelor degree
  • +3 year-experience in the related
  • Purposeful, Collaborate
  • Future oriented, Business acumen
  • Excellent communication & listening skills
  • Organizational development
  • Employee relations
  • Knowledge and experience in Order -To-Cash Management
  • Operation skills based on ERP and SOP
  • An enthusiastic, detail oriented multi-tasker who has the focus to deal with customer issues and complaints while working in a fast paced and changing environment.
  • Fluent in Korean & Proficient in English

 

 

보훈대상자  취업보호대상자는 관련법에 의거하여 우대합니다.

지원서의 기재사항이 사실과 다른 것으로 확인되거나 Reference from previous employer 상에 채용상의 결격사유가 확인될 경우 합격 또는 채용이 취소될  있습니다

•(The company reserves the right to withdraw the offer, it if discovers subsequently that a candidate has given false information in application or has provided false or fraudulent documentation in support of his/her application. The offer is conditional upon satisfactory results of reference checks.

Job Requisition ID:  211183
Location:  Seoul
Career Level:  C - Professional (1-3 years)
Working time model:  full-time

Careers during Covid-19
Thank you for visiting our careers website, we are always looking for curious minds to join our teams. We understand how much the world is being impacted by the Covid-19 crisis and we want to assure you that your safety is very important to us. To ensure that everyone’s health is protected, instead of a standard face-to-face interview, it is likely that you will be offered alternative digital interview options.

US Disclosure
The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law.  This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because they made a good faith report of discrimination.

North America Disclosure
The Company is committed to accessibility in its workplaces, including during the job application process. Applicants who may require accommodation during the application process should speak with our HR Services team at 855 444 5678 from 8:00am to 5:30pm ET Monday through Friday.

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