Contact Representative

As Customer Representatives, we are responsible for answering customers' calls, live chats, and emails about our products, after-sales calls, as well as taking orders and troubleshooting customer issues. we serve as the primary contact with our customers acting as an advocate for their needs, seeking best-fit solutions with a personal touch. Additionally, we are responsible for managing customer satisfaction by providing exemplary proactive and reactive communication. We work within established guidelines in order to achieve the objectives of the service agreement consistent with customer expectations, company policy, and profit and quality requirements. We escalate issues to appropriate parties, as necessary, to ensure proper resolution.

Core tasks:

• provide an outstanding customer experience in each interaction
• communicate directly with our customers in compliance with the company guidelines via chat, emails and phone calls and other forms of correspondence
• demonstrate a customer-centric mindset
• provide general information on a wide array of our floor covering products
• process orders directly through live chat, phone, and email
• provide order status information and shipping information like tracking orders.
• answer and resolve customer complaints with patience and empathy
• process finance requests including processing refund queries, invoice/statement queries