1. Job Title :

Senior Customer Support Representative - High-Touch B2B (Night Shift)

2. Company Overview :

LA FRENCH STUDIO provides luxury hardware solutions to B2B clients. We are committed to delivering a high-touch, personalized customer experience. We seek a Senior Customer Support Representative to manage key customer interactions, build detailed customer profiles, and track KPIs. This is a night shift role designed to support our U.S.-based clients.

3. Responsibilities:

- Customer Support for Delivery Challenges :

- Handle delivery-related inquiries, including tracking updates, shipping delays, and logistical changes, providing proactive communication to customers.

- Collaborate with internal teams to ensure timely resolution and delivery updates.

- Invoice Modifications :

- Manage client requests for invoice modifications, ensuring accuracy in billing and taxes.

- Liaise with accounting to resolve discrepancies and ensure smooth transactions.

- Product Availability Inquiries :

- Provide real-time product availability information and lead time estimates to clients.

- Communicate stock status and help clients make informed decisions regarding alternative products when needed.

- Product Returns Management :

- Oversee the product return process, including return approvals, refunds, and replacements, ensuring compliance with company policies and customer satisfaction.

- Relationship Building and Nurturing :

- Develop and maintain strong relationships with key B2B clients by providing consistent high-touch support.

- Conduct follow-ups with clients to understand their evolving needs and ensure ongoing satisfaction.

- Tracking Retention KPIs :

- Monitor and improve client retention rates by tracking relevant KPIs, implementing proactive strategies to ensure customer loyalty.

- Regularly analyze customer data to identify trends in satisfaction and areas for improvement.

- Zoho CRM Management :

- Use Zoho CRM to build and maintain comprehensive customer profiles, including tracking all touchpoints and interactions with each client.

- Keep detailed records of customer communication, preferences, and issues, ensuring all client information is up- to-date and easily accessible.

- Night Shift Operations :

- Provide responsive and timely customer support during the night shift, aligning with U.S. time zones to ensure seamless service for international clients.

4. Key Skills & Qualifications :

- 5+ years of experience in senior customer support roles, especially in managing B2B relationships.

- Proficiency in using Zoho CRM to build customer profiles, track touchpoint history, and manage customer data.

- Strong problem-solving skills with experience in handling product delivery, invoice, and product availability challenges.

- Experience with tracking and improving KPIs such as customer retention rates.

- Excellent communication and relationship-building skills, especially in a high-touch, luxury B2B environment.

- Ability to work night shifts to support U.S.-based clients.