Position fields and responds to customer complaints and questions received by Growlink with the goal of quick resolution and high customer satisfaction. Individual assesses the situation from both the consumer and dealer viewpoint as appropriate and drives the proper solution.
ITEMIZED DESCRIPTION OF DUTIES:
Take point on receipt of customer complaints via phone, email or other communication channels
Quickly contact the customer to ensure they know their issue is being addressed; Immediately diffuse the situation and provide confidence that we are engaged
Diagnose issues with customer to develop plan for resolution
Manage all escalations for timely execution and strong record keeping
Involve existing dealer and / or engage a new local dealer as appropriate
Ensure the local Growlink Sales person or Growlink International Distributor is kept in the loop and engaged as appropriate.
Work with Product Management and Technical Services as appropriate
Maintain keen focus on cost containment while driving the highest customer satisfaction.
NEEDED SKILLS AND EXPERIENCE:
Excellent interpersonal skills.
Excellent technical aptitude. Knowledge of Growlink Hardware/Software and ability to diagnose
Good project management skills
Ability to handle a large number of projects simultaneously
Ability to thrive and excel in a stressful environment
Must have the ability to work across multiple functions and multiple levels up to and including the CEO
Good technical understanding. Knowledge of Growlink
Excellent communication skills, both written and spoken
Experience in a Customer Care position a plus
Self-motivated but work well with a team
Send resume to firstname.lastname@example.org