Customer Care Specialist

Posted 2 months ago
325 Visits
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Language(s) spoken English (Mother tongue)

The Customer Care department is the critical touchpoint not only for our customers, but also our agents and other intermediaries. Customer Care Specialists work closely with the Operations Department to ensure the highest standards of service are met for all Salvatori customers. They respond to inquiries via telephone, live chat and email, ensuring clear, professional and timely replies to all questions. The Customer Care Specialist reports to the Customer Care Coordinator.


Responsibilities include:

Replying to inquiries via telephone, e-mail and live chat

Using available resources efficiently to assess the customer’s issue and recommend valid solutions

Identifying and escalating unresolved issues to the appropriate supervisor or department

Recording details of each customer interaction and any actions taken

Following up on any customer issues requiring additional research

Maintaining adequate knowledge of all internal software and systems

Communicating with the Customer Care Coordinator and/or Operations team regarding status of issues

Preparing offers

Providing relevant documentation regarding to offers and order confirmations

Amassing a detailed knowledge and understanding of all Salvatori products

Knowledge, Skills and Abilities

Ability to work well with all levels of management and staff while maintaining a professional and diplomatic demeanour

Excellent written and verbal communication skills

Excellent interpersonal skills

Ability to prioritise

Attention to detail, particularly with regards to numeracy

A proactive approach

Ability to request assistance as needed

Strong technical aptitude with the ability to quickly learn and adjust to new systems

Effective organisational and time management skills

Native English or German is a must, whilst bilingual English/German skills would be highly desirable.

Education and Experience

Previous experience in customer service obligatory

Working knowledge of MS Office Suite

Experience with NetSuite a plus
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Guido Salvatori

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