Customer Service and Commercial Support Advisor

An organization specializing in the purchase and sale of precious metals is looking for a customer service advisor to handle pre- and post-sales requests, assist clients with their purchases, and ensure quality follow-up across all communication channels.

What you will do.

• Customer relationship (pre- and post-sales):
• Processing customer requests via the website's Crisp chat
• Managing requests by email
• Responding to inquiries via WhatsApp
• Managing reviews and interactions on Trustpilot
• Redirecting requests to the logistics team when necessary
• Managing current requests:
• Order tracking
• Handling complaints
• Tracking delivery issues
• Answering product-related questions
• Directing customers to an agency for requests related to buyback operations
• Telephone switchboard:
• Managing the telephone switchboard
• Availability 5 days a week
• Reporting:
• Tracking the number of calls
• Analyzing the nature of calls
• Tracking waiting times
• Reporting key activity indicators
• Customer advice:
• Assisting customers with their purchase projects
• Providing investment advice
• Presenting and explaining products
• Guiding customers to the most suitable solutions

What they ask

• Excellent interpersonal skills, both written and oral
• Strong customer service orientation
• Ability to manage multiple communication channels simultaneously
• Good organization and rigor
• Autonomy
• Interest in commercial advice and customer support
• Good product knowledge to provide relevant advice

Tools.

• Crisp
• WhatsApp
• Trustpilot
• Email messaging
• Reporting tools