Customer Liaison Officer

Vintti bridges the staffing gap for US businesses with a unique focus on time zone compatibility. We source top talent from Latin America, offering companies access to professionals who are available during standard US working hours. This alignment eliminates the need for off-hour communications and allows for integrated teamwork, as if all team members were in the same office.

A Customer Liaison Officer serves as the essential bridge between the company and its customers, ensuring seamless communication and fostering positive relationships. This role involves listening to customer needs and concerns, providing accurate information, and coordinating with various departments to resolve issues effectively. By maintaining a high level of customer satisfaction, the Customer Liaison Officer contributes to the company's reputation and customer loyalty. The position requires excellent communication skills, empathy, and a proactive approach to problem-solving, making it vital for enhancing the overall customer experience and promoting long-term engagement.

- High school diploma or equivalent; bachelor's degree in business, communications, or a related field preferred
- Proven experience in a customer service or customer-facing role
- Excellent verbal and written communication skills
- Strong problem-solving and conflict resolution abilities
- Ability to handle and resolve customer complaints in a professional and calm manner
- Proficiency with CRM software and customer service tools
- Strong organizational skills and attention to detail
- Ability to work both independently and as part of a team
- Strong multitasking abilities and time-management skills
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Ability to stay updated with product knowledge and company policies
- Good typing speed and accuracy for data entry tasks
- Empathy and patience in dealing with customers
- Strong interpersonal skills and ability to build and maintain customer relationships
- Flexibility to work in shifts, including weekends and holidays if required
- Basic understanding of sales principles and ability to identify upselling opportunities
- Willingness to participate in continuous training and professional development
- Familiarity with social media platforms and online communication channels
- Strong analytical skills to monitor and report on customer satisfaction trends
- Ability to maintain confidentiality and handle sensitive customer information

- Answer inbound customer inquiries via phone, email, and chat
- Resolve customer issues and escalate when necessary
- Maintain accurate records of customer interactions and transactions
- Communicate with other departments to resolve customer concerns
- Follow up with customers to ensure issue resolution
- Provide product and service information to aid customer decisions
- Process customer orders, forms, applications, and requests
- Monitor and report customer satisfaction levels and trends
- Assist in developing customer service policies and procedures
- Conduct regular check-ins with key customers
- Collaborate with the sales team to identify sales opportunities
- Prepare and distribute customer service performance reports
- Stay updated with product knowledge and company updates
- Participate in training sessions to improve service skills and product knowledge
- Handle customer returns, refunds, and exchanges
- Gather and provide customer feedback to the product development team
- Assist in preparing customer service documentation and materials
- Develop and maintain a customer database for tracking interactions and follow-ups
- Implement loyalty programs and initiatives to enhance the customer experience
- Attend team meetings to discuss updates, share insights, and troubleshoot issues

The ideal candidate for the role of Customer Liaison Officer is a highly experienced professional with a strong background in customer service and a proven track record of effectively handling customer inquiries and resolving issues. They possess excellent verbal and written communication skills, demonstrating the ability to convey information clearly and empathetically while maintaining professionalism in high-stress situations. With strong problem-solving and conflict resolution abilities, this individual can calmly navigate and de-escalate challenging customer interactions. They are proficient with CRM software and other customer service tools, coupled with a good command of the Microsoft Office Suite. Exceptionally organized and detail-oriented, they manage multiple tasks efficiently and can work both independently and as a collaborative team member. Their high level of empathy and patience in dealing with customers, strong interpersonal skills, and ability to build lasting relationships showcase their customer-oriented mindset. Additionally, the ideal candidate is adaptable, flexible, and proactive in identifying and addressing issues, with a keen ability to stay updated with product knowledge and company policies. They demonstrate a positive attitude, resilience, and a commitment to continuous learning and professional development. Their analytical mindset aids in monitoring and reporting customer satisfaction trends, and they exhibit a high level of reliability, responsibility, and confidentiality in handling sensitive customer information. This candidate is technologically proficient, quick to learn, and displays a strong time management aptitude with exceptional multitasking abilities, making them an invaluable asset to the customer service team.

- Answer inbound customer inquiries via phone, email, and chat in a timely and professional manner
- Resolve customer issues and complaints, escalating to higher management when necessary
- Maintain accurate and detailed records of customer interactions and transactions
- Communicate effectively with other departments to ensure swift resolution of customer concerns
- Follow up with customers to ensure their concerns have been adequately addressed
- Provide product and service information to assist customers in making informed decisions
- Process orders, forms, applications, and requests from customers
- Monitor customer satisfaction levels and report any patterns or trends to management
- Assist in the development of customer service policies and procedures
- Conduct regular check-ins with key customers to maintain strong relationships
- Collaborate with the sales team to identify potential sales opportunities from customer interactions
- Prepare and distribute customer service performance reports to management
- Keep up-to-date with product knowledge and company updates to provide accurate information to customers
- Participate in training sessions to improve customer service skills and understanding of products/services
- Handle customer returns, refunds, and exchanges according to company policy
- Gather and provide customer feedback to the product development team to enhance product offerings
- Assist in the preparation of customer service documentation and materials
- Develop and maintain a customer database to track all interactions and follow-ups
- Implement loyalty programs and other initiatives to enhance the customer experience
- Attend team meetings to discuss updates, share insights, and troubleshoot service challenges.

- Strong communication skills
- Excellent problem-solving abilities
- High level of empathy and patience
- Ability to handle and resolve complaints calmly
- Customer-oriented mindset
- Detail-oriented with strong organizational skills
- Ability to work both independently and collaboratively
- High level of professionalism
- Adaptability and flexibility
- Proactive in identifying and addressing issues
- Technologically proficient
- Quick learner and ability to stay updated with new information
- Good interpersonal skills
- Strong time management and multitasking abilities
- Analytical mindset for monitoring trends and reporting
- High level of reliability and responsibility
- Ability to maintain confidentiality
- Positive attitude and resilience
- Willingness to continually improve and develop skills
- Ability to build and maintain strong relationships with customers

- Competitive salary ranging from $40,000 to $55,000 per year
- Health, dental, and vision insurance
- 401(k) retirement plan with company match
- Paid time off (PTO) and paid holidays
- Flexible working hours with options for remote work
- Professional development and training opportunities
- Tuition reimbursement for further education
- Employee assistance programs (EAP)
- Wellness programs and gym membership discounts
- Opportunities for career advancement within the company
- Monthly performance bonuses and incentives
- Company-sponsored social events and team-building activities
- Comprehensive onboarding and mentorship programs
- Employee discount on company products and services
- Life and disability insurance options
- Friendly and inclusive work environment
- Recognition and rewards program for outstanding performance
- Opportunity to work with a dynamic and supportive team