Customer Care Specialist

Summary

As a B2C Care Advisor, the Customer Care Specialist acts as a primary ambassador for the brand, delivering white-glove service to a diverse clientele across multiple channels. The role focuses on resolving inquiries and complex issues, documenting interactions in the CRM, and partnering with sales to cultivate long-term relationships and drive revenue through upselling and cross-selling. The Specialist balances exceptional customer service with strategic clienteling to enhance customer loyalty and business growth.

Responsibilities

• Provide personalized, professional support via phone, email, post, and live chat, ensuring timely and accurate responses.
• Handle inquiries related to products, orders, account management, and services, escalating complex issues as needed.
• Document all customer interactions and updates accurately in the CRM; maintain data integrity and follow company processes.
• Proactively follow up on cases to ensure full resolution and customer satisfaction, creating "wow" moments.
• Collaborate with Sales and Operations to implement clienteling strategies and identify upsell/cross-sell opportunities.

Requirements

• Proven experience in a customer service or care role with strong written and verbal communication skills.
• Proficiency with CRM systems and customer service platforms; ability to maintain accurate records.
• Strong problem-solving and analytical skills with the ability to troubleshoot and resolve complex issues.
• Ability to manage multiple priorities in a fast-paced environment and meet KPIs and service level agreements.
• Experience with clienteling, upselling, or sales collaboration is highly desirable; exemplary brand representation and attention to detail.