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Customer Care Coordinator- South Holland, IL

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Customer Support
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044123 Requisition #

SGS is the world’s leading inspection, verification, testing and certification company. SGS is recognized as the global benchmark for quality and integrity. With more than 95,000 employees, SGS operates a network of over 2,400 offices and laboratories around the world.”


Summary

  • Responsible for processing customer inquiries, service orders, expediting and coordinating flow of work within or between branches or affiliates, reviewing applicable standards, agreements or proposed agreements for conformity to company rates, procedures and final reporting/certification of executed services.
  • Work closely with the branches and affiliates to ensure the highest standards of service are met for all of US Min Trades’ customers.
  • Respond to inquiries via telephone, live chat and email, ensuring clear, friendly, professional and timely replies to all questions.
  • Build and proactively manage trust relationships with customers

 
Specific Responsibilities

  • Update and maintain the Operations Control Map and KPI’s
  • Maintains administrative workflow by keeping track of all jobs.
  • Resolves administrative problems by analyzing information..
  • Provides information by answering questions and requests.
  • Maintains continuity of work operations by documenting and communicating needed actions to management.
  • Reply to inquiries via telephone, e-mail and live chat
  • Use available resources efficiently to assess the customer’s issue and recommend valid solutions
  • Escalate unresolved issues to the Supervisor and Branch Manager
  • Record details of each customer interaction and any actions taken
  • Create and report findings, results according to customer requirements and accepted service proposals within the agreed TAT
  • Respond and constantly strive to understand the root cause of any negative experience in order to adjust and innovate
  • Maintain adequate knowledge of all internal software and systems
  • Communicate with Customer Care Supervisor and/or Branch Manager regarding status of issues
  • Exceed customer expectations and support branch managers on customer related issues
  • Ensure client requirements and operational metrics are met in daily operations and create added value by investigate and solve customers' problems
  • Follow up on monitoring, reporting on all pending activities and on any additional issues to the customer.
  • Ensure client feedback is gathered and acted upon
  • Respond and constantly strive to understand the root cause of any negative experience in order to adjust and innovate to prevent the need for those complaints from our Customers
  • Maintain and manage price lists, contracts and client plans (e.g. cue cards, customer sheets)
  • Efficiently resolve any customer needs via thorough research and communication, both within the organization and with the customers directly
  • Ensure proactive communication with all customers throughout entire project timeline to strengthen relationships from first phone call to final resolution and ensure retention
  • Ensure communication and coordination with other teams (e.g. sales and operations) to facilitate the successful handover and execution of services
  • Manage timely trouble shooting and follow up to the customer
  • Report key client issues to the sales, operations and KAM teams as appropriate
  • Be abreast of SGS new products and services and propose them to customers as appropriate
  • Maintain high standards of professionalism, ethics, and confidentiality
  • Attend all Customer Care team meetings, as required 


REQUIREMENTS

  • Associate’s degree or equivalent experience preferred
  • Previous experience with customer service desired
  • Working knowledge of MS Office
  • Fluent in English (local/customer language), high level of written and verbal English
  • Ability to work well with all levels of management and staff while maintaining a professional and diplomatic demeanor with internal and external customers.
  • Ability to work under minimal supervision, to exercise good judgment and creatively solve problems and take decisions.
  • Experience working with Microsoft and other Windows PC applications, which includes the ability to learn new and complex computer system applications
  • Strong team and goal orientation with ability to work a flexible schedule to meet the requirements for service availability.
  • Excellent interpersonal skills and ability to transform negative interactions into positive ones.
  • Strong technical aptitude with the ability to quickly learn and adjust to new systems
  • Excellent written and verbal communication skills
  • Ability to handle multiple tasks concurrently prioritize and integrate a proactive approach to assignments
  • Able to Strong customer orientation and service oriented mindset
  • Technical skills or understanding in the related field
  • Ability to request assistance as needed
  • Excellent negotiation and persuasion skills
  • Ability to build trust relationships
  • Ability to synthesize and communicate information
  • Effective organizational and time management skills
  • Enthusiasm and perseverance
  • Quick and pro-active


"SGS is an Equal Opportunity Employer, and as such we recruit, hire, train, and promote persons in all job classifications without regard to race, color, religion, sex, national origin, disability, age, marital status, citizen status, sexual orientation, genetics, status as a protected veteran, or any other non-job-related characteristics."

 

"This position is responsible to ensure equal opportunity in employment in that all persons are treated equally and on the basis of merit, in decisions regarding selection, placement, promotions, training, work assignments, transfers and other personnel action”. 


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