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RMA CUSTOMER SERVICE REPRESENTATIVE in FREMONT at TPS Family of Companies

Date Posted: 10/3/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    FREMONT
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    10/3/2018

Job Description

RMA Customer Service Representative 

-        Answers incoming customer calls regarding RMA issues, RMA service questions and general client RMA concerns

-        Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with every caller

-        Resolve RMA service problems by clarifying the customer's complaint; selecting and explaining the best solution to solve the customer complaint; expediting correction or adjustment; following up with the customer to ensure resolution.

-        Prepare RMA service reports by collecting and analyzing data from ERP/CRM,

-        Manage large amounts of incoming calls.

-        Provide accurate, valid and complete information by using the reports/tools

-        Follow communication procedures, guidelines and policies

-        Go the extra mile to engage customers and earn customer satisfaction,

-        Update customer information in the customer service database during and after each call

-         Maintains RMA records by updating account information.

Job Requirements

Requirements:

-          Proven customer support experience

-          Strong phone contact handling skills and active listening

-          Familiar with CRM systems and practices

-          Customer orientation and ability to adapt/respond to different types of characters

-          Excellent communication and presentation skills

-          Ability to multi-task, prioritize and manage time effectively

-          Mature personality to handle “angry” customer escalation

-          Strong Microsoft Excel skills ie. Formulas, pivot tables, v-lookup, charts