Customer Service supportThe Good Cup Coffee Company

COMPANY'S DIRECTION
To be the new Illy in the new specialty coffee world integrating high quality coffee, the best customer experience and tech enabled connectivity.
 
JOB PURPOSE
Good Cup Coffee's Customer Service Support is providing exceptional assistance and support to customers to ensure their inquiries, issues, and concerns are resolved effectively and efficiently. This is also accountable of acquiring, maintaining, and extending the life time value per customer through going an extra mile on customer experience through providing product information, assessing customer's needs, and winning back customers.
PRIMARY RESPONSIBILITIES 
Customer obsession is highly important.
•  Accommodate large amounts of phone calls and customer inquiries;
Interact with customers through various communication channels, such as phone, email, live chat, and social media, to address their inquiries, resolve issues, and provide information about products or services;
Participate in product study prior to release date;
Listen to customer concerns and problems, identify the root cause, and provide appropriate solutions or escalate complex issues to higher-level support or relevant departments;
Assist customers with technical or operational issues related to products or services, guiding them through troubleshooting steps or providing clear instructions to resolve their problems;
Generate product FAQs;
Maintain accurate and detailed records of customer interactions, including inquiries, feedback, and resolutions, in the customer support database;
Identify and assess customers' needs to achieve satisfaction;
Build and maintain sustainable relationships and trust with customer accounts through open and interactive communication;
Handle customer complaints, provide appropriate solutions and alternatives then follow up to ensure resolution;
Follow communication procedure, guidelines, and policies;
Tally expenses of the appropriate solutions through customer win-back program;
Meet or exceed established performance metrics, such as response time, resolution time, customer satisfaction scores, and quality of interactions.
and others.
 
JOB REQUIREMENT AND PERSONAL CHARACTERISTICS  
Detail oriented with good analytical skills a must.
•        Proficient in QuickBooks, Microsoft Excel, Word and Access.
•        Knowledgeable of ManyChats, Google Business, Facebook Business, etc.
•        Ability to write, speak and interact clearly and professionally.
•        Extremely organized. Strong multi-tasking and time-management skills.
•        Can handle sensitive information with the highest degree of integrity and confidentiality.
•        Proficiency in the use of computer programs for:
o   Database
o   Spreadsheets
o   Bookkeeping
o   Email
o   Internet
•        Proficiency in the use of office equipment:
o   Computer
o   Printer