Job Title: Customer Relations Coordinator

As a Customer Coordinator at our software company, you will play a vital role in ensuring smooth and efficient communication between our customers and internal teams. You will be responsible for managing customer inquiries, coordinating support activities, and facilitating the effective resolution of customer issues. Your exceptional organizational skills, attention to detail, and customer-focused mindset will contribute to the overall success of our customer service operations.

Responsibilities:

• Serve as the primary point of contact for customer inquiries, providing timely and professional responses via various communication channels (email, phone, chat, etc.).
• Coordinate and manage customer support activities, including ticket creation, assignment, and tracking, to ensure prompt and effective resolution of customer issues.
• Gather and document relevant information about customer inquiries, including details, symptoms, and desired outcomes, to assist the support team in troubleshooting and resolving issues.
• Collaborate closely with internal teams, including technical support, development, and quality assurance, to escalate and address customer concerns efficiently.
• Monitor and prioritize customer inquiries based on urgency, impact, and service-level agreements (SLAs), ensuring timely response and resolution.
• Maintain accurate and up-to-date customer records, interactions, and case notes in a CRM or support ticketing system.
• Follow up with customers to provide status updates on their inquiries, ensuring transparency and proactive communication throughout the resolution process.
• Collaborate with cross-functional teams, including sales, product management, and implementation, to facilitate smooth customer onboarding and project coordination.
• Assist in the creation and maintenance of customer support documentation, FAQs, and knowledge base articles to enable self-service for customers.
• Identify opportunities for process improvement and suggest enhancements to streamline customer coordination and support workflows.
• Continuously seek customer feedback and provide insights to internal teams for product and service enhancement.
• Stay up-to-date with product knowledge and updates to effectively address customer inquiries and provide accurate information.

Requirements:

• Bachelor's degree in a relevant field or equivalent practical experience.
• Proven experience in a customer service or coordination role, preferably in a software or technology company.
• Excellent communication skills, both written and verbal, with a strong ability to interact with customers professionally and courteously.
• Exceptional organizational and multitasking abilities, with the capacity to manage multiple customer inquiries simultaneously.
• Attention to detail and strong problem-solving skills to effectively gather and document customer requirements and issues.
• Familiarity with customer support software, CRM systems, and other relevant tools.
• Customer-focused mindset with a commitment to delivering exceptional service and ensuring customer satisfaction.
• Ability to work collaboratively with cross-functional teams and establish effective working relationships.
• Proficiency in time management and ability to prioritize tasks based on urgency and impact.
• Adaptability and flexibility to work in a fast-paced and dynamic environment.
• Experience in the software industry or familiarity with software applications and technology concepts is a plus.
• Knowledge of project coordination or project management principles is an advantage.