1. Customer Interaction & Support

• Respond promptly to customer inquiries via phone, email, chat, and social media.
• Resolve product or service issues by clarifying the customer’s complaint, determining the cause, and selecting the best solution.
• Process orders, forms, applications, and requests accurately.
• Follow up on customer interactions to ensure their issues have been resolved.
• Maintain detailed records of customer interactions, transactions, comments, and complaints in the CRM system.
• Escalate unresolved issues to the appropriate internal teams and follow up to ensure resolution.
• Provide product and service information to customers and guide them through the purchasing process.
• Identify and assess customers’ needs to achieve satisfaction and improve customer loyalty.
• Assist with onboarding new customers by explaining account setup and usage.
• Work with the technical support team to resolve frequently occurring or unique technical issues.
• Prepare and distribute customer activity reports to management.
• Participate in regular training sessions to stay updated on product knowledge and company policies.
• Contribute to team meetings and share insights on customer feedback and potential improvements.
• Monitor customer feedback and provide suggestions to improve customer experience and service processes.
• Handle returns or complaints per company guidelines and initiate refunds or exchanges as necessary.
• Verify and update customer information in the database to ensure accuracy and completeness.
• Collaborate with the sales team to promote and upsell products and services.
• Facilitate service improvement initiatives based on customer feedback.
• Maintain up-to-date knowledge of company offerings, competitors, and market conditions.
• Perform additional tasks and responsibilities as required to support the customer service department.

2. Operational Support & Process Optimization

• Monitor and manage daily operations to ensure they align with organizational objectives.
• Identify areas for improvement and implement effective strategies to optimize processes.
• Coordinate with different departments to ensure seamless communication and collaboration.
• Manage day-to-day operational activities, such as inventory management, logistics, and supply chain operations.
• Supervise a team of operational staff, providing guidance and support as needed.
• Oversee the implementation of new systems or technologies to streamline operations.
• Conduct regular performance reviews to assess the effectiveness of operational strategies.
• Ensure compliance with regulatory standards and company policies.
• Analyze data and generate reports to track key performance indicators.
• Identify risks and develop contingency plans to mitigate potential disruptions.

🛠️ Essential Skills

• Communication: Clear and effective verbal and written communication.
• Problem-Solving: Ability to analyze issues and find appropriate solutions.
• Empathy & Patience: Understanding customer concerns and addressing them calmly.
• Multitasking: Managing multiple tasks simultaneously in a fast-paced environment.
• Technical Proficiency: Familiarity with CRM software and Microsoft Office Suite.
• Time Management: Prioritizing tasks to meet deadlines and service level agreements.
• Analytical Thinking: Evaluating operational processes and identifying areas for improvement.
• Leadership: Guiding and motivating teams to achieve operational goals.
• Adaptability: Adjusting to changing operational needs and customer expectations.

🎓 Qualifications

• Education: High school diploma or equivalent; Bachelors degree preferred.
• Experience: 1–2 years in customer service or operations roles.
• Certifications: Training in customer service or operations management is a plus.

📍 Career Path & Growth

• Entry-Level: Customer Service Executive – Operations
• Mid-Level: Senior Customer Service Executive / Operations Associate
• Advanced Roles: Customer Service Manager / Operations Manager

About company

Startek is a global provider of Customer Experience (CX) management solutions, offering services like omnichannel CX, digital transformation, and enterprise technology services. They serve a wide range of industries, from Fortune 500 companies to startups. Startek employs over 40,000 CX experts across 13 countries, both in-center and via work-from-home options, ensuring global reach and local connection.