苏州招聘

职位描述：
Duties:

CRM Duties
1. Follow the CRM Policy and Procedures

Administrative
1. Manually fill out business intelligence reports as requested by your manager.
2. Fill out defective sheets as required
3. Inform management immediately if you notice any inconstancies between website information and customer understanding so it can be corrected immediately

Inbound Phone and Emails
1. Answer all basic telephone and email Inquiries in a prompt courteous according to the Renaud way of greeting customers
2. Place orders received by phone or email as required
3. Transfer calls to the appropriate person or sales rep.
4. Place Orders Over The Phone and through email inquiries
5. Solve general problems

Walk-In Customers
1. Be the first to great customer when they walk in to our office in a professional and courteous manner
2. Greet customers according to Renaud’s standard walk-in greeting
3. Introduce the customer to the appropriate sales person in the office
4. If reps are unavailable be able to properly introduce all products
5. Thoroughly understand the basic features and benefits of all products.

After Sales Follow Up
1. Follow up with clients in accordance with our follow up policy to ensure client satisfaction and report issues to management.
After Sales Conflict Resolution

Delivery Issues
1. Receive calls and emails from clients regarding delivery delays or changes
2. Thoroughly understand our deliver policies and procedures.
3. Inform customers of tracking numbers and courier company telephone contact details as needed. (see our policy for not rearranging delivery times for clients with courier)

Troubleshooting
1. Explain to customers how to fix basic problems over the phone or by email.
2. Thoroughly understand our various product category troubleshooting guides of have the ability to confidently explain and troubleshoot over the phone.
3. Write down new issues you encounter and inform your manager of any new incidents so they can be added to the troubleshooting guides.
4. If a customer is extremely unpleased escalate the issue by informing the rep that sold the items to the client. If it was sold online you may pass it on to the manager in only extreme conditions.

Returns or Exchanges
1. Handle returns according to our return and exchange policy and inform the customer of the policy.
2. Thoroughly understand our Return and Exchange policy
3. We find it easiest to email a link of the return policy there is no direct confrontation

Repairs & Warranty
1. Coordinate repairs according to our warranty and repair policies with the customer and repair center.
2. Thoroughly understand our Warranty policies 举报 分享

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