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Counselor

• Gestion des demandes clients
• Gestion des contacts entrants
• Identifier et qualifier la nature de la demande clients
• Apporter une réponse rapide et claire au client
• Résoudre le contact avec la notion du moindre effort client
• Trouver une solution au sein de l'équipe Front
• Savoir escalader au Back si besoin
• Conseil sur les différents produits de la gamme
• Reporter dans la CRM les demandes avec suivi ou action à mener
• Affectation dans le bon segment
• Accompagnement et présentation du site et des outils
• Remonter les dysfonctionnements récurrents
• Proposer de nouvelles solutions utilisateurs & clients
• Proposer des ajustements de procédures, d'outils...
• Partager ses connaissances avec son équipe

Conseiller Relations Clients, Espagnol

Customer Support

• Provide courteous and efficient assistance to customers via various channels including phone, email, tickets and live chat, addressing inquiries, order-related questions, and concerns.
• Assist customers in providing preliminary information about the product catalog.
• Maintain a comprehensive understanding of our products and services, helping customers choose the right options and providing information on product specifications and customization.
• Support customers in placing orders, modifying existing orders, and ensuring accurate order details, pricing, and shipping information.
• Assist customer with file checking, correction, adapting to the product features selection and ensuring their projects/design meet the internal printing standards.
• Investigate and resolve customer issues/complaints, including order discrepancies, file upload errors, damaged products, payment options inquiries or delivery delays, with a focus on timely resolution and customer satisfaction.
• Assist customers with any technical issues related to our online ordering platform, guiding them through the process and troubleshooting as needed.
• Ensure that all customer interactions meet or exceed company standards for quality, professionalism, and customer satisfaction.
• Gather customer feedback, suggestions, and complaints, and share insights with the relevant teams to improve our products and services continually.
• Maintain accurate records of customer interactions, orders, and issues in our CRM system (Zendesk).

Conseiller Relations Clients, Espagnol

Customer Care and Design Specialist