Customer Service Associate

2 days ago

Clark Freeport Zone Pampanga Philippines TroyCor Lighting Corporation Full time $40,000 - $60,000 per year

Essential Duties and Responsibilities include but are not limited to the following:

  • Provide end to end solutions for customer issues through the entire purchase lifecycle including the pre-purchase/quotation state, ordering, tracking, shipment, delivery, billing issues, returns, refunds, etc.
  • Build strong relationships and deliver high quality customer service through phone, email, and live chat, constantly striving to make things better, faster, and smoother for the customers.
  • Communicate with customers in a thoughtful, thorough, and personalized way.
  • Understand our distinct customer profiles and tailor communication to the type of customer you are working with.
  • Ability to trouble shoot with customers and the ability to ask the proper questions to solve their problem.
  • Possess strong empathy and active listening skills.
  • Approach each customer interaction with a design-oriented sales mindset. Upsell and cross-sell our suite of products throughout the Hudson Valley Lighting Group brands when applicable.
  • Ability to "meet the customer where they are" and offer up creative ways to solve issues.
  • Take a service and solution-oriented approach to all interactions, using strong judgment to balance being policy-driven with making it right for the customer.
  • Be knowledgeable of technical solutions to customer problems and communicate responses back in a clear and succinct way.
  • Possess a deep understanding of our website and in-house technology.  Guide customers to use available technology on their own.

Daily Duties and Responsibilities include but are not limited to the following:

  • Answer high volume customer phone calls.
  • Reply to customer emails (when applicable) and US account management emails.
  • Enter orders - being diligent so that all data is correct before submitting order into the system.
  • Includes checking to be sure the proper sales rep is coded, the prices are correct, and all data as presented on the PO is correct.
  • Process returns.
  • Process no written request returns, reaching out to customers directly when applicable.
  • Provide after-sales support to retain customers.
  • Suggest company products/services that maximize client satisfaction.
  • Work directly with stateside Account Management team and assist with customer service-related matters and initiatives.
  • Other duties as assigned by management.

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