Overview

This role is responsible for acting as the point of contact for addressing basic returns related customer concerns while managing records of all interactions to share insights with the internal teams. The role collects and analyzes customer feedback, escalates complex issues, and assists the team in identifying opportunities for cross-selling or upselling. The role follows standard procedures while adhering to legal and ethical standards and undergoes training to enhance skills.

Responsibilities

• Assists in developing and implementing customer engagement plans aligned with the organization's goals and objectives.
• Responds to returns related customer inquiries, feedback, and complaints promptly and keeps clients informed of the organization’s offerings and ongoing promotions.
• Utilizes eClaims, IRL, eDIR and Outlook software to track customer interactions and SLA responses.
• Gathers and analyzes customer feedbac...