Dec 05, 2019
Full time
This position is responsible for overseeing the day-to-day customer service operations, as well as improving our current procedures, polices and standards. As a member of the customer service team, you will be expected to assist with the day-to-day tasks, such as pre-sales, check out, billing, account management, returns, product questions, web site technical guidance, etc.
Key Areas of Responsibility:
As a member of the customer service team, the Customer Service Lead will also be responsible for the following day-to-day tasks:
Addresses customer complaints by researching, responding and following up with customers in a timely manner
Assists customers with any issues in regard to their returns or their orders via emails or by phone
Greets customers via telephone to assist customers with website registration, order processing, product information, pricing, shipping information and general eCommerce information
Liaises with our store locations for any issues raised by customers
Works with the entire Murdochs.com team to accomplish store goals and make customers happy
Other duties as assigned
Resolve escalated client complaints/issues promptly and effectively.
Improve and create effective customer service procedures, policies, and standards that meet our values and principles.
Work with store managers to ensure the in-store customer service experience matches the digital experience.
Use data and feedback to assist with developing content for the website.
Assist in training new customer service specialists.
Stay informed on the latest industry techniques and methods.
Listen and review calls and chats to ensure we’re delivering consistent service to our customers.
Monitor and analyze call center volume.