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Job Brief
We’re looking for a customer-focused and organized Customer Service Coordinator to support our customer service team.
The ideal candidate will have excellent communication skills, a strong customer service mindset, and the ability to work in a fast-paced environment.
Responsibilities
- Respond to customer inquiries and resolve issues via phone, email, and chat
- Coordinate with internal teams to resolve customer issues and improve overall customer experience
- Document customer interactions and updates in our CRM system
- Assist in the development and implementation of customer service policies, procedures, and standards
- Monitor and report on key performance indicators (KPIs) such as customer satisfaction, first call resolution, and net promoter score
- Provide feedback and coaching to customer service representatives to improve performance
- Assist in the development and implementation of customer service training programs
- Perform other administrative tasks as needed to support the customer service team
Requirements and Skills
- High school diploma or equivalent required; Associate's or Bachelor's degree preferred
- At least 1 year of experience in a customer service environment, with a proven track record of achieving performance targets
- Excellent communication, active listening, and problem-solving skills
- Ability to work in a fast-paced environment, with a focus on achieving results and meeting deadlines
- Strong customer service skills, with a customer-centric approach to resolving issues and improving experiences
- Ability to work varying shifts, including evenings, weekends, and holidays as required
- Proficiency in CRM software, ticketing systems, and other customer service technology platforms
- Strong time management and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously
Frequently Asked Questions
What is a Customer Service Coordinator?
What does a Customer Service Coordinator do?
A Customer Service Coordinator is responsible for:
- Coordinating customer service activities
- Resolving customer inquiries
- Providing support to customer service representatives
- Maintaining customer records, processing customer requests, and performing administrative tasks to ensure efficient customer service operations.
Additionally, they may assist in developing and implementing customer service procedures, and identifying areas for process improvements.
What should you look for in a Customer Service Coordinator resume?
When reviewing a Customer Service Coordinator resume, consider:
- Administrative experience: Look for experience in an administrative or customer service role, preferably in a fast-paced environment.
- Organizational skills: The ability to prioritize tasks, manage multiple projects, and maintain accuracy and attention to detail is essential.
- Communication skills: Excellent communication and interpersonal skills are necessary to interact with customers, colleagues, and stakeholders.
- Technical skills: Proficiency in customer service software, CRM systems, and other relevant technologies is a plus.
- Problem-solving skills: The ability to resolve customer complaints and issues in a timely and professional manner is important.
- Certifications: Consider certifications such as Certified Customer Service Coordinator (CCSC) or Certified Administrative Professional (CAP).