Job Details
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Job Description
- The purpose of this position is to create a positive experience for our customers by providing essential support and enable an exceptional experience through inbound channels.
- The right person for this position will be patient, persuasive, and dedicated to taking care of customer needs through scripted, genuine phone conversations.
- You will provide order status information, provide detailed information about products and services, resolve billing and technical issues and offer assistance.
Key Accountabilities:
- Communicate with customers via OMNI channels such as phone, mail, chat, and social media platforms.
- Provide knowledgeable answers to queries raised by customers about the product, pricing, and availability.
- Upsell was possible in a manner that is professional and honest.
- Liaise with internal functions and main stakeholders to offer FCR and meet customer's expectations.
- Data entry in various platforms.
- Manage conflict with objectivity and pe-professionalism; immediately report escalated issues and follow up at a later point to ensure the customer was adequately served and compensated if needed.
- Document all activity on every customer account, including updates, order inquiries, questions, and billing issues for future reference.
- Oversee and follow up on customer-raised billing and/or technical tickets (complaints) while eager to go the extra mile.
- Uphold a positive attitude and enthusiastic demeanor to contribute effectively to team efforts and provide customers with the highest level of service.
- Liaise with management and suggest process enhancement opportunities when applicable
- Maintain a workspace that is clean, organized, and free of distractions, and remain focused during all shifts.
Job Requirements
Minimum Experience:
- At least 1 - 2 years of customer service work experience.
- Proven customer support experience or experience as a Client Service Representative
- Customer orientation and ability to adapt/respond to different types of characters
- Strong phone contact handling skills and active listening
- Excellent phone etiquette and excellent verbal, written, and interpersonal skills.
- Excellent communication and presentation skills
- Ability to multi-task, organize, and prioritize work.
- Familiarity with CRM systems and practices
Minimum Education:
- Bachelors/Diploma in any relevant field.
Knowledge & Skills:
- Excellent command of the English language (written/spoken)
- Good knowledge of relevant computer programs and telephone systems.
- Ability to learn about products and services and describe/explain them to prospective customers.
- Cool-tempered and able to handle rejection.
- Outstanding negotiation skills with the ability to resolve issues and address complaints.
- Working knowledge of MS programs such as Excel, Word, Outlook.