What are the responsibilities and job description for the Customer Care Specialist position at Coolibar - Technical. Elegant. Sun Protection You Wear.®?
Technical. Elegant. World Leader in Sun Protection You Wear.
As an employee of Coolibar you are working to support the company mission to "Protect the World from Sun Damage”.
Job Summary
The Customer Care Specialist (CCS) plays an important role as customer support. In this position the CCS will provide high quality service and support to our customers via phone, chat, email, and through our website. They will share knowledge of Coolibar’s technically elegant products and communicate about the Levels of Coverage to increase customer satisfaction and sales. This position reports to the Customer Care Director.
Duties and Responsibilities
Duties and responsibilities include but are not limited to the following:
1. **Customer Support:**
Provide timely and accurate responses to customer inquiries via phone, email, or chat, and ensure customer satisfaction. In addition to assisting with new orders, you will answer customer’s calls assisting and resolving issues and questions related to the product, returns, and other topics etc.
2. **Problem Resolution:**
Address and resolve customer complaints, concerns, and escalations effectively, ensuring a positive outcome for the customer. Assist and make recommendations to the customers
3. **Product Knowledge:**
Develop a deep understanding of the company's products or services to assist customers efficiently and offer appropriate solutions.
4. **Documentation:**
Maintain detailed records of customer interactions, transactions, comments, and complaints using CRM systems.
5. **Communication:**
Communicate with other departments to relay customer feedback, trends, or recurring issues for continuous improvement.
6. **Feedback Analysis:**
Analyze customer feedback to identify recurring issues and suggest improvements to products, services, or processes.
7. **Process Improvement:**
Collaborate with the team to improve existing processes and create new procedures to enhance the overall customer experience.
8. **Upselling/Cross-selling:**
Identify opportunities to upsell or cross-sell products or services to existing customers. Assist and make recommendations to the customers
9. **Training and Support:**
Assist in training new team members, sharing best practices, and providing ongoing support to colleagues.
10. **Adherence to Policies:**
Ensure compliance with company policies and procedures while delivering high-quality customer service.
These responsibilities can vary based on the specific company's needs and the nature of the customer care specialist role.
Qualifications
- College Degree preferred and 1 years of customer service or sales experience
- Experience working in apparel retail desired
- Exceptional phone presentation and communication skills
- Excellent interpersonal, oral, and written communication skills
- High degree of empathy and solutions oriented
- Must be very detail oriented, organized and have excellent problem-solving skills
- Knowledge of Word, Excel, and Microsoft Outlook a must.
- Comfort in working in many different systems a plus
- Desire to assist and help people in a positive, enthusiastic, and professional manner
Coolibar office hours are 9:00am - 6:00pm Monday - Friday
Flexibility with hours and schedule with ability to work some weekend hours as necessary.
On-site Monday-Friday
Remote weekends as needed.
