Back Office Coordinator

Job Description

We are looking for a customer-oriented and empathetic Coordination to join our team. In this role, you will act as the primary point of contact for our customers, addressing their inquiries, resolving their complaints, and providing comprehensive information about our products or services. Your ultimate goal will be to ensure excellent service standards, maintain high customer satisfaction, and foster long-term loyalty.

Key Responsibilities

Customer Support: Respond promptly and professionally to customer inquiries across multiple channels, including phone, email, and live chat.

Issue Resolution: Diagnose, troubleshoot, and resolve customer complaints or technical issues. Escalate complex matters to the appropriate internal teams when necessary.

Product Knowledge: Maintain a deep understanding of company products, services, policies, and workflows to provide accurate info.

Record Keeping: Document all customer interactions, feedback, complaints, and actions taken in the CRM (Customer Relationship Management) system.

Feedback Collection: Gather customer feedback and share insights with product, sales, or management teams to help improve the customer experience.

Retention: Identify opportunities to upsell or cross-sell products where appropriate, and proactively work to retain customers who are at risk of churning.