We are seeking a dynamic and motivated individual to join our team as a Customer Service & Up-Selling Representative. In this role, you will be responsible for providing outstanding customer service to our clients while also maximizing sales opportunities through effective solution-based up-selling techniques. This position will primarily involve phone-based interactions with email as the secondary communication and follow-up with customers.

Key Responsibilities:

1. Customer Service:

• Handle incoming calls from customers promptly and professionally.
• Respond to customer inquiries, concerns, and complaints in a courteous and efficient manner.
• Provide accurate information about products/services, pricing, promotions, shipping and delivery estimates.
• Assist customers with order placement, tracking, and delivery status.
• Resolve customer issues and escalate complex cases to appropriate departments when necessary.
• Ensure customer satisfaction by going above and beyond to meet their needs and exceed expectations.

1. Up-Selling:

• Identify and seize opportunities to upsell products or services during customer interactions.
• Utilize persuasive selling techniques to recommend additional items or upgrades that complement customers' purchases.
• Educate customers about the features, benefits, and value propositions of premium products/services.
• Meet or exceed sales targets and goals set by the company.
• Maintain a strong knowledge of our product/service offerings and promotional campaigns to effectively cross-sell to customers.

1. Relationship Building:

• Build rapport and establish long-term relationships with customers through friendly and engaging interactions.
• Anticipate customer needs and proactively offer personalized recommendations based on their preferences and purchase history.
• Follow up with customers to ensure satisfaction, gather feedback, and encourage repeat business.
• Act as a brand ambassador by representing the company's values and commitment to excellence in every interaction.

Requirements:

• Previous experience in customer service, sales, or a related field preferred.
• Excellent communication skills, both verbal and written.
• Strong organizational and computer skills.
• Strong interpersonal skills and the ability to build rapport with customers.
• Proven track record of achieving sales targets and delivering exceptional customer service.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Positive attitude, resilience, and a willingness to learn and adapt.
• Proficiency in using CRM software and other relevant tools/systems.
• High school diploma or equivalent; additional education or certifications a plus.