About the job
InspiredHR is currently working with a client in the construction industry seeking a dedicated Customer Success Specialist to join their team and contribute to their mission of delivering top-notch service to their customers. This role is located in Vancouver, BC.
Role Overview:
- On a daily basis communicate with customers about any areas they need assistance with after the point of sale
- You will be the first point of contact for any customer needing assistance after the point of sale. This might be via email, telephone, live chat, SMS, etc.
- You will need to collaborate closely with other departments such as Logistics, Category Management, and Sales.
- You will need to communicate effectively and professionally with external partners, such as vendors and delivery partners
What you’ll do:
Core responsibilities:
- Delivery of excellent customer service for all customers on a daily basis
- Answer calls in a timely manner so that we are proactively problem-solving any issues that customers need assistance with (our goal is to answer all calls within 30 seconds)
- Reply to all email inquiries that we receive on a daily basis within 24hrs
- Maintain clear and concise records for any cases you are working on through our CRM platform (Netsuite)
- Maintain professional verbal and written communication with all customers, colleagues, and stakeholders at all times without fail
Day in the life:
- Receive inbound telephone calls and answer within the desired timescale (30 seconds)
- Respond to customer queries via email within the desired timescale (24hrs or quicker)
- Keep up-to-date records within our CRM system (Netsuite/Gorgias/Shopify)
- File claims with delivery partners were appropriate, ensuring all documents are uploaded effectively to ensure a positive outcome on that particular case
- Communicate with multiple departments internally and communicate with external stakeholders to problem-solve issues that you are facing with the goal of finding a solution that is in line with our terms of sale and the customer’s needs
- Maintain our policies and procedures as outlined in our terms of sale
Performance / KPIs:
- Our main goal as a Customer Success Specialist is to find a resolution to any customer-related issues in a timely manner. We are able to measure how long a case takes to find a resolution by looking at the time a case was opened and when it was closed in our CRM system (Salesforce).
- With that in mind our goal is to close out / reach an outcome in terms of resolution within 24hrs.
- However, it is worth noting that certain scenarios, e.g., a 30-day return, systematically in Salesforce will show as open for a longer period of time as we have to account for the transit time back to the warehouse. But we can reach the outcome for the customer within 24hrs even for a return. E.g. – ‘Yes, this is a 30-day return, this is what it costs to return, do you want to go ahead? Yes or no?’
- On a daily basis things like the amount of discount or compensation you provide to a customer is measured, so while there is not a strict figure to keep to here, be aware that should you need to justify the amount of discount and/or compensation provided to a customer you should be ready to do so
- Answer calls within 30 seconds of the line ringing. We can measure/monitor this through the telephone system we use
- Respond to all email inquiries within 24hrs. This is measured through a shared inbox we use as a team and you will have assigned emails under your colour within that inbox daily.
How to Apply: