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- Goodlettsville, TN 37072
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Customer Service role - Retail
Genpact • Goodlettsville, TN
Posted 23 days ago
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Essential Duties and Responsibilities:
Provide 2nd level support within the Customer Relations Team (and eventually get cross trained on Digital Coupons)
Respond to customer emails, phone calls/voicemails and letters in a manner that complies with standards of customer service excellence
Communicate with field employees to resolve customer concerns
Create new and update existing form letters as needed
Maintain system for tracking e-mails and letters
Maintain written communication reports for supervisor and other departments as needed to identify trends and address issues accordingly
Build and maintain partnerships with other departments to ensure timely, accurate solutions to problems
Other duties as requested
Must have written communication experience
Must have retail support experience (The person may or may not have worked in a customer service position in a retail environment but as long as they have been in a behind the counter or support in a retail firm, like Autozone, Publix, Kroger, Macy’s, Etc. then the person has knowledge of what issues arise in the environment and is a good fit). The ones with CS in banking do not typically know what coupons, returns, PIN generation ideally are.)
Relevant POS (Point of sale) knowledge is highly preferred
Excellent communication skills – both verbal and written
Excellent reading and verbal comprehension skills
Must be highly customer centric with proven competency in servicing the consumer community
Comfortable with Windows and Microsoft Office products
Ability to work with and adapt to company specific software and programs
Ability to navigate internet/computer and digital savvy
Strong organizational and multi-tasking skills
Ability to work as a team and in close proximity with co-workers
Dependable and detail oriented
Can meet or exceed production standards
A pleasant phone voice/demeanor is a bonus
Required Education & Experience:
1-2 years customer service experience required
Associate Degree or higher preferred
Prior experience supporting customers at retail level is strongly preferred