To handle member inquiries and complaints, provide appropriate solutions and alternatives within the set time frame, & ensure an exceptional customer experience across all interactions by identifying opportunities to enhance member satisfaction.
Duties And Responsibilities
Manage high volumes of incoming inquiries efficiently across multiple channels, including phone, email, live chat, and social media.
Maintain accurate and detailed records of member interactions, transactions, and feedback to ensure seamless follow-ups and service improvements.
Follow standardized communication procedures, guidelines, and company policies while adapting to member needs.
Take a member-first approach by actively listening, empathizing, and providing tailored resolutions to enhance member experience.
Handle member complaints professionally, escalating complex issues when necessary, and ensuring timely resolution.
Proactively engage with members to understand their needs, suggest relevant products/services, and promote brand loyalty.
Attempt to retain members by persuading them to reconsider cancellations and offering alternative solutions.
Inform members about promotions, & exclusive deals to enhance their shopping experience.
Perform suggestive selling by recommending suitable products and services based on member preferences.
Utilize CRM systems and other technology to manage and streamline high inquiry volumes effectively.
Collaborate with cross-functional teams within the Ecommerce team, Warehouse Club Operations & Logistics team to address customer concerns and improve processes.
TECHNICAL / FUNCTIONAL COMPETENCIES
Knowledge of customer service management tools, CRMs (e.g., Zoho, Zappier, Zendesk, Salesforce), & E-commerce platforms is an advantage.
Knowledgeable in Microsoft Office application
Strong problem-solving and critical-thinking skills to resolve member concerns effectively.
Ability to multitask, prioritize, and manage time efficiently in a fast-paced environment.
Job Qualifications
Bachelors degree required.
Adequate clerical and communication skills (both verbal and written).
Must be willing to work weekends, holidays, and shifting schedules.
Previous experience in a customer experience or customer service role is an advantage.
Ability to work independently and as part of a team to drive customer satisfaction and loyalty.
