Customer Care Coordinator

The Customer Care Coordinator is responsible for providing exceptional customer service and support. This role plays a crucial role in driving sales opportunities by actively probing customers during customer care interactions and working alongside the administrative Backoffice teams. The goal is to maximize sales potential and enhance the overall customer experience and improve operational administrative processes.

A proactive approach on dealing with high volume incoming calls, whilst transferring timely and accurately.

Build and maintain strong relationships with existing and potential customers, acting as a trusted point of contact.

Collaboration with Sales Team: Establish strong communication channels with the sales team. Coordinate with the sales team to share key customer insights and sales opportunities identified by the customer care team. Ensure that all relevant information is accurately transferred to the sales team for further follow-up via CRM system.

Ensure once information comes back that quotes are completed and done within KPI limits that have been agreed across departments.

Process Improvement: Continuously evaluate existing processes and procedures for forwarding requests for quotations to the sales team. Identify areas for improvement in terms of capturing sales opportunities during customer care interactions. Collaborate with cross-functional teams, such as sales, marketing, and operations to implement enhancements to better integrate sales opportunities into the customer care process.