Customer Care Consultant Job Description
Customer care consultant
provides information on a variety of complex customer service issues requiring knowledge of life insurance, annuity and investment products and transactions focusing on customer satisfaction, quality, and efficiency.
Customer Care Consultant Duties & Responsibilities
To write an effective customer care consultant job description, begin by listing detailed duties, responsibilities and expectations. We have included customer care consultant job description templates that you can modify and use.
Sample responsibilities for this position include:
Responsible for reviewing and managing the team workload on an hourly basis to ensure brand SLAs and customer expectations are always achieved
Point of escalated complaint resolution, issuing refunds and compensation as appropriate
Supports and coaches team to be able to take ownership to resolve customers' issues at first contact
Motivates team to achieve personal sales and workload targets
Work alongside Training team to identify training needs for team of consultants
Monitor escalation and XT queues and allocates to team as appropriate
Responsible for ensuring that all the in-house processes and procedures are accurately adhered to at all times
Ensure team are meeting and exceeding their targets from a quality and quantity perspective
Provide support, mentorship and coaching to Consultants
Work closely with brand manager, providing regular feedback on team and individual performance
Customer Care Consultant Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Care Consultant
List any licenses or certifications required by the position: ITIL
Education for Customer Care Consultant
Typically a job would require a certain level of education.
Employers hiring for the customer care consultant job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and High School Degree in Education, Associates, Business, Graduate, Management, Sound, Communication, Computer Science, Software Engineering, Financial Services
Skills for Customer Care Consultant
Desired skills for customer care consultant include:
Ability to read cabinet and countertop layouts
Masco Cabinetry products
Microsoft Excel
Call Centre Systems & MS Office
Customer service provided
NET-A-PORTER GROUP brands
Products and brands stocked
Life
Life insurance products definitely is an advantage
Banking operations
Desired experience for customer care consultant includes:
Responsible for reviewing team of Consultants on a regular basis
Pro-active and able to show initiative and ideas to constantly improve the service provided to our customers
Assist with gathering information for team and department reports on a regular team
Oversee team’s attendance, conduct and daily performance - proactively addressing concerns in a timely and appropriate manor
Monitor escalation queues and allocate to team as appropriate
Monitor telephony systems to oversee and ensure team productivity
Customer Care Consultant Examples
1
Customer Care Consultant Job Description
Job Description Example
Our company is looking to fill the role of customer care consultant. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer care consultant
- And assisting the Finance Department with customers on security checks (calls or emails) and any accounting enquiries and flag accounting issues raised by customers
- Work closely with the support team to monitor and manage team performance
- Work closely with the Lead Consultant, as appropriate, including to provide team feedback
- Mentor and support sales and customer care consultants, including encouraging them to take ownership, exceed targets, promote cross channel sales and increase productivity
- Following the Customer Care Department Standards for Excellence, ensure you deliver an outstanding shopping experience to every customer contact, in all forms of communication
- Achieve sales targets by maximizing all customer contact opportunities to provide product knowledge, increase units per transaction and sell across all channels
- Demonstrate company writing styles and phone manner
- Take responsibility for resolving customer complaints as quickly as possible, using the escalation process where necessary and follow up as needed
- Always deal with the most difficult customers in a willing and professional manner, aiming to turn negative situations into a positive outcome and using available resources to solve problems
- Use all CRM systems confidently and use to accurately add notes to orders and cases for all incoming and outgoing contacts
Qualifications for customer care consultant
- Communicate company policy to customers as necessary and observe at all times client confidentiality and company policies for data protection and security
- Ensure that the in-house processes and procedures are adhered to at all times
- Work closely with other internal departments to ensure issues affecting customer orders or returns are resolved and enable seamless shopping experience
- Feed customer requests and information upwards to the Sales and Customer Care Senior team to improve the customer experience
- Previous sales and retail experience, preferably in a luxury environment (luxury fashion, department store, high-end travel and leisure, HNWI financial services)
- As our teams work across multiple platforms and channels, it’s essential that you’re able to demonstrate a high level of technical ability with off-the-shelf and bespoke software applications
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Customer Care Consultant Job Description
Job Description Example
Our company is looking to fill the role of customer care consultant. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer care consultant
- Capitalize on these Customer Stories to create lasting relationships with your customers – encouraging repeat shopping behavior wherever possible
- Proactively reach out to new and potential customers to generate sales opportunities
- Take a proactive approach, anticipating and preventing any barriers to a totally seamless customer experience
- Take responsibility for resolving customer complaints as quickly as possible, using the escalation process where necessary and follow up as needed, crucially you are responsible for ensuring that any challenging situation is turned into a positive experience for your customer
- Act as a Buddy and Mentor to new members of the team
- Use all CRM systems confidently and accurately to record customer and order details ensuring smooth team communication and resolution of cases
- Responsible for eensuring that all the in-house processes and procedures are accurately adhered to at all times
- Facilitate communications between internal departments on issues, highlighting problems and composing solutions
- Work with the Shipping department to resolve issues raised by customers with regard to either orders or returns
- Assisting the Finance Department with customers on security checks (calls or emails) and any accounting enquiries and flag accounting issues raised by customers
Qualifications for customer care consultant
- Demonstrated people management skills, with a strong ability to lead and motivate a team, including staff development
- Deep understanding of the luxury customer, their needs and expectations
- Previous sales and customer service experience, gained in a luxury environment (luxury fashion, department store, high-end travel and leisure, HNWI financial services)
- You will be dealing with customers in Portuguese and English so you will need to be fluent in both
- You must demonstrate an affinity with the luxury consumer, and a deep understanding of branded luxury fashion
- You will thrive in a fast paced, challenging environment
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Customer Care Consultant Job Description
Job Description Example
Our company is growing rapidly and is looking for a customer care consultant. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer care consultant
- Work with the Shipping department to solve issues raised by customers with regard to either orders or returns
- Identify changes in scope expansion and manage customer expectations of scope
- Delivery of training - in a style which is professional, prepared, knowledgeable and confident
- Topics – deliver the new starter induction as the ‘induction specialist’ other training topics spanning product, fashion, systems, service and selling
- Creation –of training solutions in response to commercial needs in conjunction with the Customer Care Training Manager and in accordance with the training department strategy
- Commercial awareness- aware of Customer Care KPIs and continuously evaluating the ROI for all training initiatives
- Training Opportunities - proactively identify and share new training ideas with CC Training Manager and Training Team
- Point of contact – in the training team to react and respond efficiently to urgent/ ad hoc training needs from the wider business
- Service Starts with Yourself’ - champion this NAP Group value
- Informed - about business and industry developments through your own initiative
Qualifications for customer care consultant
- You will be dealing with customers in Russian and English so you will need to be fluent in both
- Must be available from October to January
- Previous sales/retail management experience, preferably in a luxury environment
- Previous experience in a contact center environment is beneficial
- Dedicated single point of contact for the targeted customers
- Fluent language skills required in both Mandarin and English, you must speak and write both fluently
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Customer Care Consultant Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of customer care consultant. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer care consultant
- Connects with potential customers and aims to turn every call into a sales opportunity
- Being the first point of contact you will consistently deliver a warm and on-brand customer experience
- Addressing customer enquiries through a number of channels including phone, email, chat and social, within brand guidelines
- Works proactively to efficiently resolve customer queries, identifying appropriate solutions accurately and positively, whilst anticipating future needs of the customer
- Confidently sells through service in offering styling advice to meet customer needs
- Acts as the customer advocate within the business, escalating issues and providing customer feedback to the relevant commercial and operational teams
- Answering a wide variety of customer enquiries including
- Liaise with internal departments such as operational and commercial teams to expedite issues that are raised by the customer
- Achieve and exceed productivity, KPI’s and sales targets without comprising the delivery of world class customer service
- Adheres to established department and company procedures to ensure all complaints, problems, staff coverage, calls, are handled
Qualifications for customer care consultant
- A understanding the business process and data used in Australian Utilities companies Meter to Cash, Smart Metering, Analytics
- Fluent in speaking and writing Arabic
- Fluent in speaking and writing Cantonese
- Fluent in speaking and writing French
- Fluent in speaking and writing Russian
- Fluent in speaking and written French
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Customer Care Consultant Job Description
Job Description Example
Our growing company is looking to fill the role of customer care consultant. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer care consultant
- Analyzing breakdown/fix issues and work with empathy and sense of urgency to deliver solutions to meet customer/partner needs
- Answers inbound calls from agencies, licensed sales professionals, and financial specialists and responds to any ALR related inquiries or support needs
- Tracks and documents all activity in the SalesForce.com platform, following processes established by ALR Distribution Leadership
- Participates in regular training to learn new product information, marketing concepts, and sales ideas
- Recommends new marketing and sales ideas based on best practices, industry knowledge, and market trends
- Generates sales tools used in customer proposals in order to assist licensed agencies in making the presentation to potential customer
- Virtually interacts with customers if needed and/or requested by the licensed agent
- Monitor incoming incident cases and service requests
- Do first level support to Digital solutions based on information from the cases
- Frequent customer communication about case status
Qualifications for customer care consultant
- Fluent in speaking and written German
- Fluent in speaking and writing Chinese
- Fluent in speaking and writing Italian
- 4 week mandatory paid training
- Schedules available 11am-11pm
- Minimum GCE ‘O’ level or higher with at least 1 year of experience