Summary
The Customer Care Specialist serves as a primary client services advisor delivering white-glove support across multiple channels, cultivating long-term relationships, resolving complex inquiries, and driving revenue through personalized clienteling and upselling. This role requires exceptional brand representation, proactive problem solving, meticulous CRM documentation, and collaboration with cross functional teams to enhance the customer experience.
Responsibilities
- Provide inbound and outbound support via phone, email, and live chat with personalized responses.
- Resolve a wide range of customer inquiries about products, orders, accounts, and services.
- Proactively follow up to ensure complete resolution and customer satisfaction.
- Cultivate and maintain long term client relationships using strategic clienteling techniques.
- Identify upsell and cross sell opportunities to meet individual and team sales targets.
- Document all customer interactions accurately in the CRM and maintain data integrity.
- Collaborate with Sales, Operations, and other departments for a seamless customer experience.
- Analyze feedback and recommend process improvements to enhance service delivery.
Requirements
- Experience in client services or customer support with luxury brand or retail exposure preferred.
- Strong communication skills across phone, email, and chat channels.
- Proven ability to resolve complex issues with diplomacy and critical thinking.
- Track record of driving revenue through upselling and cross selling.
- Proficiency with CRM systems and accurate documentation practices.
- Ability to collaborate effectively with cross functional teams.
- Goal oriented with experience meeting KPIs related to satisfaction and sales.
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