Senior Customer Care Consultant

Job Title: Senior Customer Care Consultant

Location: Medley, FL

About the Role: We are looking for an experienced Senior Customer Care Consultant to join our dynamic Customer Care team. This role is key to delivering exceptional customer service by resolving complex issues, mentoring team members, and enhancing customer care processes. If you are passionate about customer service excellence and have a talent for problem-solving, we encourage you to apply.

Key Responsibilities:

• Handle complex customer queries and complaints, providing timely and satisfactory resolutions.
• Act as the primary point of contact for escalated customer issues, ensuring high standards of service.
• Assist in training new team members on best practices, service protocols, and system navigation.
• Provide guidance and support to junior customer care consultants, mentoring and sharing knowledge.
• Conduct quality checks on interactions to ensure compliance with customer care standards.
• Identify areas for improvement within customer service processes and suggest enhancements.
• Gather feedback from customers to better understand their needs and improve services.
• Ensure adherence to customer care procedures and policies, updating the team as necessary.
• Stay informed about company products, policies, and updates that may impact customer experience.
• Maintain and enhance the knowledge base, FAQs, and other resources used by the Customer Care team.

Qualifications:

• Previous experience in customer service or a related field in a high-end retail environment such as Nordstrom, Bloomingdale's, or a similar setting is mandatory.
• Exceptional communication skills, both verbal and written.
• Proven ability to think critically and make sound decisions in a fast-paced environment.
• Strong organizational and multitasking skills.
• A customer-centric mindset with a focus on delivering outstanding service.
• Fluency in English and Spanish is mandatory

Salary: Based on Experience.