What are the responsibilities and job description for the Customer Service Specialist position at xTool?
Position : Customer Service Specialist
Location : Mountain View, CA
Job Summary : We are seeking a proactive Customer Service Specialist to join our team in Mountain View, CA. The ideal candidate will adeptly manage customer interactions across multiple channels—including phone calls, emails, and live chat—while generating insightful customer reports and ensuring compliance with Customer Satisfaction (CSAT) standards.
Key Responsibilities :
- Multichannel Customer Support : Efficiently handle customer inquiries and issues via phone, email, and live chat, ensuring timely and accurate responses.
- Issue Resolution : Address and resolve customer complaints with professionalism and empathy, escalating complex cases when necessary.
- Order Management : Assist customers with product orders, returns, and exchanges, ensuring seamless transactions.
- Data Management : Maintain detailed records of customer interactions and transactions in the CRM system.
- Customer Insights Reporting : Analyze customer feedback and interaction data to generate reports that inform product development and service improvements.
- CSAT Compliance : Monitor and strive to meet or exceed established Customer Satisfaction (CSAT) metrics.
- Cross-Department Collaboration : Work closely with sales, product development, and marketing teams to relay customer feedback and contribute to product enhancements.
- Continuous Improvement : Participate in training sessions to stay updated on product knowledge and customer service best practices.
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