Role & responsibilities
- Developing & maintaining strong personalized relationships with VIP clients, providing timely and courteous customer support throughout their entire customer journey, ensuring that the NewAge Products brand is represented well
- Delivering exceptional service and ensuring customer satisfaction with each interaction
- Swiftly resolving any issues or concerns raised by VIP clients
- Assisting VIP clients with inquiries, resolving issues, and providing product or service information.
- Collaborating with team members and other departments to resolve complex customer issues & to ensure exceptional service for VIP clients
- Working closely with cross-functional teams, carriers, and warehouses to streamline and coordinate design, installation, and delivery services
- Maintaining a high level of process and product knowledge to effectively assist clients
- Troubleshooting technical problems and escalating issues to the appropriate teams when necessary
- Documenting customer interactions and ensuring accurate and thorough case records
- Handling confidential information with discretion and professionalism
- Ensuring compliance with company policies and procedures
- Tracking of VIP customer feedback to identify areas for improvement, share findings with management to implement improvements, increase VIP customer satisfaction and loyalty
- Developing solid sustainable relationships throughout the organization
Preferred candidate profile
- Minimum criteria is graduation in any discipline from a recognized university or institution
- Exceptional communication skills (written and spoken) are mandatory
- Proven ability to deliver exceptional customer-centric service
- Willingness and availability to work full-time during evening and night shifts, aligning with North American time zones
- Flexibility to work on select public holidays and occasional weekends, as business needs arise
- Strong problem-solving abilities and a patient and empathetic approach