Customer Service Associate

Company Overview

Job Overview

Qualifications And Skills

• Customer Support (Mandatory skill): Ability to handle questions, complaints, and requests professionally and with consistent courtesy, ensuring continuous customer satisfaction and loyalty.
• Communication Skills (Mandatory skill): Exceptional verbal and written communication skills to articulate solutions clearly and build rapport with diverse customers in real time.
• Active Listening (Mandatory skill): Capable of listening attentively to customer concerns, accurately understanding needs, and responding with pertinent solutions to fulfill expectations.
• Time Management: Demonstrated skill in prioritizing tasks, managing multiple customer requests, and meeting deadlines within a fast-paced retail environment.
• Product Knowledge: Willingness to continually enhance knowledge of Reliance Retail's offerings to provide accurate guidance and detailed product information to customers.
• Microsoft Office: Familiarity with using basic Microsoft Office tools such as Word, Excel, and Outlook to document interactions and facilitate internal communication efficiently.
• Problem Solving: Ability to identify core issues, think critically, and deliver prompt, practical solutions that resolve concerns while adhering to company policies.
• Adaptability: Capable of adjusting to changes in processes, technology, and customer expectations, supporting the dynamic nature of the retail sector.
  

Roles And Responsibilities

• Respond promptly to customer inquiries through various channels including phone, email, and in-store interactions, ensuring a positive customer experience at all times.
• Resolve product or service complaints by clarifying customer concerns, determining the cause, selecting and explaining the best solution, and following up to ensure resolution.
• Maintain up-to-date knowledge of products, promotions, store policies, and procedures to accurately assist customers and address their needs efficiently.
• Document customer interactions, transactions, comments, and complaints accurately in Microsoft Office systems for internal records and analysis.
• Collaborate closely with fellow team members and other departments to escalate issues and achieve optimal resolutions in a timely manner.
• Provide feedback on recurring customer issues and suggest potential improvements to enhance service quality and operational processes.
• Support the store team in achieving overall service standards, compliance, and customer-centric goals as laid out by Reliance Retails philosophy.
• Continuously work to build product knowledge and stay aware of latest trends, services, and updates within the retail sector.