Sunnies Inc. | Customer Service Associate

YOUR OVERALL MISSION & DAY-TO-DAY

Customer Service Operations

Responsible for document tracking and proper channeling of customer inquiries or complaints from all platforms by liaising the issue to the right department for resolution.

Be the first & main point of contact for customers contacting the company thru email, social media & third-party partners; liaise with operational colleagues to ensure that customers are always informed of progress.

Respond positively to customers at every engagement (positive phraseology).

Input all complaints in the Issue Tracker, report & see through until completely resolved.

Communicate issue to the proper department / contacts & ensure visibility & closed loop process.

Monitor all open complaints & escalate to the CS Head if cases are unresolved within 48 hours.

Ensure that policies & procedures relating to customer complaints are followed and adhered to.

Act as brand ambassador, assert & behave in a professional & courteous manner all the time.

Be proactive in the development of good relations within the customer community and internally.

Execute social media & communication campaigns to align with marketing strategies.

Respond to comments & customer queries in a timely manner.

Organize & participate in events to build community & boost brand awareness.

Coordinate with Brand & Creatives team to ensure brand consistency.

Liaise with Product Development & Operations teams to stay updated on new products & features.

Build relationship with customers, potential customers, and industry professionals.

Monitor & report on feedback & online reviews.

Stay up to date with digital technology trends.

YOUR TALENT

Amenable to work in shifting schedules, holidays, weekends & extended work hours.