Description
The Customer Care Coordinator serves as the primary point of contact for clients and is responsible for delivering exceptional customer service through inbound phone and email interactions.
This role supports order processing, research, issue resolution, and customer inquiries while meeting established service level expectations and performance metrics.
Duties & Responsibilities
- Answer inbound calls from clients in a professional, courteous, and efficient manner.
- Process customer orders accurately and within established timelines.
- Research and resolve customer inquiries, order discrepancies, and service-related issues.
- Respond promptly and professionally to email inquiries regarding orders, products, shipments, and account-related questions.
- Maintain accurate documentation of all customer interactions in designated systems.
- Collaborate with internal departments to resolve customer concerns and ensure timely follow-up.
- Monitor order activity and proactively communicate updates to customers.
- Meet or exceed established performance goals and productivity standards.
- Maintain a high level of customer satisfaction while adhering to quality assurance guidelines.
- Support continuous improvement initiatives and contribute to a positive team environment.
Qualifications
- High School Diploma or equivalent required; Associate's or Bachelor's degree preferred.
- 2+ years of customer service experience in a contact center, call center, or customer care environment.
- Experience handling high-volume inbound calls and email correspondence.
- Demonstrated ability to meet or exceed performance metrics and key performance indicators (KPIs).
- Experience with order entry, order management, and customer account support preferred.
- Strong verbal and written communication skills.
- Excellent problem-solving, research, and analytical skills.
- Proficiency with Microsoft Office applications and customer relationship management (CRM) systems.
- Strong organisational skills and attention to detail.
- Ability to effectively manage multiple priorities in a fast-paced environment.
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fibre optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.