Specialist, Customer Loyalty & Retention
Brother USA

Bridgewater, New Jersey

Posted in Retail


This job has expired.

Job Info


Let's Grow Together

Our mission is to live our "at your side" promise and simplify and enrich the lives of our customers, employees, and communities. "At your side" is more than a slogan to us; it's the purpose we do our best to fulfill every day. With a legacy spanning over a century, this is a great place to launch or expand any career and push the boundaries of what comes next. We're committed to achieving shared success, and we provide opportunities for you to develop through experience, exposure and education. Our people have always leveraged their unique perspectives to keep us on the right track for a lasting future. If you want to innovate, learn, and grow with a global leader that builds products, services, and a company people love, then we'll be "at your side" every step of the way.

The Specialist. Customer Loyalty & Retention proactively builds relationships with customers and the National Service and CXC Departments. This position reviews survey results points of customer contact (chat, voice, email) and identifies areas of opportunities that will help retain customers and build long lasting relationships.

  • Identify Improvement Opportunities
  • Identify enhancements using a combination of survey data chat, email, voice and call monitoring and mouse flow recordings
  • Investigate and validate complaints using OSvC (Service Cloud) and other customer service resources
  • Study, analyze and report on customer feedback relative to products and services
  • Notify manager of trends and concerns seen or noted
  • Recommend Improvements to Management
  • Develop innovative ideas to improve customer satisfaction and loyalty efforts to improve competitive advantage of the Brother brand
  • Explore opportunities that add value to the growth of the job and organization
  • Collaborate with Members of National Service Division (NSD) and Customer Experience Center (CXC)
  • Work with internal and external departments to ensure customer's transactions are processed accurately and efficiently
  • Build strong rapport by utilizing interpersonal skills and asking clarifying questions
  • Reporting
  • Review in-progress tasks to ensure action taken was timely and feedback has been provided back to agent
  • Create follow-up tasks through OSvC once problem has been identified
  • Provide details of the occurrence
  • Point out the direction of specific enhancements that will make the customer experience better

Requirements

-Soft Skills

  • Excellent communication, presentation, interpersonal and analytical skills; the ability to communicate complex concepts clearly and persuasively across different audiences and levels of the organization.

-Education

  • High School Diploma (or G.E.D.) General Education

-Experience

  • Minimum 3 years Experience dealing with escalated customer calls

-Software/Technical Skills

  • MS Office Suite (Outlook, Excel, PowerPoint)
  • Experience with Service Cloud (OsVc)

Brother International Corporation has earned its reputation as a premier provider of home office and business products, home appliances for the sewing and crafting enthusiast as well as industrial solutions that revolutionize the way we live and work. Brother International Corporation is a wholly-owned subsidiary of Brother Industries Ltd. With worldwide sales exceeding $6 billion, this global manufacturer was started more than 100 years ago. Bridgewater, New Jersey is the corporate headquarters for Brother in the Americas. It has fully integrated sales, marketing services, manufacturing, research and development capabilities located in the U.S. In addition to its headquarters, Brother has facilities in California, Illinois and Tennessee, as well as subsidiaries in Canada, Brazil, Chile, Argentina, Peru and Mexico. For more information, visit www.brother.com.

Brother International Corporation ("Brother") is an equal opportunity employer and does not discriminate or make employment decisions on the basis of race, color, religion, sex, disability, or any other characteristic protected by applicable state or federal laws. If you require any physical or other assistance in completing this application, a reasonable accommodation will be made upon request.


This job has expired.

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