Customer Service Supervisor

29 days ago by CORSAIR

  Fremont (California), USA

Level: Intermediate

Contract: Full Time (Paid)

Sector: Customer Service

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General Purpose:

  • Ensure customer experience in Corsair Webstore and RMA departments is at world class level
  • Ensure all efforts are expended to meet/exceed customer product delivery and return expectations
  • Handles all customer inquiries in the best interest of the consumer and Corsair

Position Summary, Responsibilities and Expectations:

  • Supervise a small team of customer service representative across global locations
  • Act as a second- or third level point of contact for consumer inquiries via telephone and email in Zendesk CRM
  • Manage back-end process flows around web store purchases and returns and customer warranty exchanges: backlogs, discrepancies, logistics credit card fraud, etc.
  • Skilled at working with business IT and other stakeholders to optimize and integrating multiple systems: shopping cart, credit card processing, shipping logistics, Oracle back end
  • Possess engaging customer-centric skills and ability to communicate effectively with people at all levels of the organization.
  • Maintain professional internal and external relationships that meet Corsair’s core values
  • Aptitude and interest in constantly seeking ways to improve the customer experience through

Essential Skills and Experience:

  • BA/BS preferred, or combination of education & work experience
  • Language skills: Fluent in English. Bilingual a plus
  • Experience in a multichannel (phone, or email, CRM, live chat) Customer Service role preferred
  • Exceptional written and verbal communication skills
  • Ability to work under pressure and to deadlines
  • Possess the ability to work independently and as a team
  • Ability to prioritize and demonstrate attention to detail and accuracy in order processing
  • Enthusiastic and dependable
  • Demonstrated proficiency with MS Office with emphasis on Excel (at least intermediate skillset), ability to type at least 55 WPM
  • Experience with Oracle EBS and Zendesk a plus

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