職務說明 / Key Responsibilities

A day in the life of CRC Coffee Specialist

B2C, B2B Inbound phone contacts
• Registration of new B2C customers: welcoming, creating account, presenting the Club, issue resolution, taking the first order.
• Taking orders: customer identification, entering up to date information in the system, taking order, checking orders in progress, reformulating order, cross- and up-selling
• Handling machine questions/issues: diagnose machine problems, solve the customer’s difficulties by phone or set in motion the appropriate maintenance procedure
• Answering information requests or complaints: understand customer request/complaint, appropriately answer according to CRC Guidelines
• Ensure database integrity: continuously update customer details, efficiently use follow-ups

B2C, B2B Outbound phone contacts
• Execution of programs: optimize use of outbound call lists, study account details to understand customer profile, perform call according to each program’s specific objectives

B2C,B2B Web/mail/fax contacts
• Order processing: enter or check order in system, update customer details if needed
• Answering information requests or complaints: understand customer request/complaint, use the most appropriate mail/email template to answer request or solve issue, personalize answer when needed

需求條件 / Key Requirements

• 1 –2 years of experience in customer relationship centers with up market customers
• Perfect knowledge of the languages of the countries served (verbal & written)
• Expertise in verbal communication for each type of customer (open minded, listening, understanding of customer’s needs and ability to capture customer’s interest)
• Courtesy
• Good knowledge of Microsoft Office
• Problem identification and solving
• Ability to multi tasks
• Stress resilience
• Attention to detail
• Strong interest in our products and in coffee in particular
• Flexibility and Willingness to work in a shift planning environment