Customer Care Specialist
Kelly is a leading organization seeking a Customer Care Specialist in Bridgewater, NJ. This role focuses on providing exceptional customer service, engaging with clients and internal teams to create positive experiences, and managing customer inquiries and complaints effectively.
Responsibilities
- Respond to customer inquiries and complaints via phone, mail, email, and chat with professionalism and empathy
- Document and classify product complaints accurately in line with North American regulatory guidelines
- Compose written communications to acknowledge complaints and provide resolution updates
- Enter consumer information and call details into the complaint management system with attention to accuracy
- Classify product complaints according to Standard Operating Procedures (SOP)
- Escalate critical complaints to Quality and Pharmacovigilance teams for further investigation
- Serve as the first point of contact for escalated consumer issues
- Work closely with cross-functional teams to ensure quality and responsiveness
Skills
- Strong college background; recent graduates encouraged to apply (high school diploma required)
- Excellent verbal and written communication skills, including letter composition
- Proficient in managing multiple computer systems
- Strong organizational and multitasking abilities
- Capable of working independently and collaboratively in a small team
- Demonstrates urgency and accountability in resolving consumer concerns
- Experience with Genesys, Salesforce, and Microsoft Office is a plus
Benefits
- Voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability
- Access to a retirement savings plan
- Service bonus and holiday pay plans (earn up to eight paid holidays per benefit year)
- Transit spending account
- Earned paid sick leave under the applicable state or local plan
Company Overview
Company H1B Sponsorship