Executive - DC Customer Service

Job Description

• The position is responsible for maintaining and developing customer-business relationships thru strong understanding of the company products or services and knowledge of the competition and serve as liaisons between a company and its customers, ensuring excellent customer service and customer satisfaction and responsible for managing customer relationships, developing account plans, and delivering proposals.

• Develop and implement initiatives to improve customer services.
• Analyze and summarize customer issues in order to prepare appropriate solutions/clarifications to respond to customers.
• Evaluate and prioritize customer inquiries to better serve the customers.
• Deliver prompt and professional solutions for customer inquires via phone, email, online chat etc.
• Maintain history records and related problem documentations for future reference.
• Respond to customer inquiries by directing them to websites, FAQs, appropriate personnel, etc when needed.
• Address customers in a professional and respectful manner.
• Take ownership of customer issues in order to follow-up on outstanding requests and escalate issues when necessary.
• Maintain the internal and external customer databases.
• Analyze customer issues so as to develop tools and processes to increase customer satisfaction.
• Maintain up-to-date knowledge on customer business areas.
• Maintain broad knowledge about company's products and services.