customer experience representative

Randstad-posted about 1 year ago
$41,600 - $41,621/Yr
Full-time • Entry Level
Charlotte, NC
Administrative and Support Services
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The Customer Experience Representative at Randstad is responsible for managing customer inquiries and orders, resolving complaints, and ensuring timely and effective support to customers. This role requires strong organizational and communication skills, as well as the ability to handle multiple tasks simultaneously while maintaining a customer-first attitude to ensure satisfaction and retention.

  • Respond to customer inquiries via phone, email, and chat, providing accurate information and resolving issues efficiently.
  • Handle customer complaints with professionalism and empathy, working to resolve issues and provide satisfactory solutions.
  • Process customer orders, track shipments, and provide status updates to customers, ensuring orders are entered accurately and within the required timeframe.
  • Identify and escalate complex issues to supervisors or senior team members, ensuring the proper escalation process is followed.
  • Maintain accurate records of customer interactions, complaints, and resolutions using CRM systems and ensure all relevant data is logged.
  • Follow company procedures and guidelines in handling customer inquiries and complaints, ensuring compliance with internal policies.
  • Monitor customer satisfaction and identify areas for improvement, taking proactive steps to ensure a positive customer experience.
  • Work closely with team members and other departments to ensure smooth and efficient customer service processes.
  • Participate in training sessions and stay up-to-date with product knowledge, company policies, and customer service best practices.
  • Ensure input from the Sales team on customer requirements is clear and concise, and interface with operations to ensure committed dates are communicated and maintained properly.
  • Monitor customer accounts to ensure payment terms are kept in alignment with the Controlling department.
  • High school diploma or equivalent.
  • 2 years of experience in customer service or related field.
  • 1 year of experience with SAP.
  • 1 year of experience in complaint resolution.
  • 1 year of experience in customer retention.
  • Experience with Customer Relationship Management (CRM) systems.
  • Strong typing skills.
  • Active listening skills.
  • Health insurance coverage.
  • 401K contribution.
  • Incentive and recognition program.
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