Job Description

  • Responsible for the customer service phone queue (for all incoming customer calls and must ensure that service levels are met on a consistent basis).
  • Listen attentively to customer inquiries and issues over the phone and utilize available resources to address the customer’s concerns/needs
  • Educate customers about products and services, as well as provide assistance in using customer self-help tools
  • Able to identify opportunities for cross-selling and up-selling, especially providing solutions from available products and services based on customer’s concerns/needs
  • Handle simple customer service inquiries such as order placements, order changes and inquiries, tracking shipments and account information changes.
  • Multi-task and interact with several applications simultaneously.
  • Ask probing questions to gain a deep understanding of the customer’s concern and recommend a solution that meets the customer’s need.
  • Accurately notate all customer interactions.
  • Act with the highest degree of empathy and personable communication with customers.


PROFILE

  • Multitasking skills
  • Call Center related training is desired
  • 6 months of either sales experience, customer service, and customer retention
  • Excellent communication skills
  • Basic technical knowledge preferred
  • A self-starter who can work independently, but thrives in a team atmosphere
  • Positive attitude
  • Eagerness to learn and improve the skill set

Requirements

  • Required strong eye for detail
  • Requires excellent multi-task abilities as all tasks are time-sensitive
  • Ability to communicate effectively in English with customers and employees through all available mediums (verbal and written).
  • Ability to be responsive, resourceful, identify opportunities for cross-selling and up-selling and adept at problem-resolution
  • Ability to achieve positive satisfaction results from customers and employees
  • Flexibility of schedule is strongly preferred
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