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Job Description
- Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
- Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking.
- Provide quality service and support in a variety of areas including, but not limited to: billing, placing print orders, and system troubleshooting.
- Troubleshoot customer issues over the phone.
- Use automated information systems to analyze the customer’s situation.
- Maintain a balance between company policy and customer benefit in decision making.
- Handles issues in the best interest of both customer and company.
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
- Responsible for compiling and generating reports as they relate to customer service surveys.
- The customer service representative will provide information to customers in response to inquiries about products and services, in addition to assisting individuals interested in opening accounts.
- The representative will receive, review and process orders for printed marketing materials.
- The representative will also explains how to use account features and solve customer application and Internet problems.
- The customer service representative will receive, document and resolve customer complaints.
Job Requirements
- Males Only Highly developed sense of integrity and commitment to customer satisfaction.
- Demonstrated the passion for excellence with respect to treating and caring for customers.
- Ability to communicate clearly and professionally, both verbally and in writing.
- Has"thick skin" and is able to handle complaints and unpleasant customers.
- Has a pleasant, patient and friendly attitude.Strong decision making and analytical abilities.Strong detail orientation and communication/listening skills.
- Willingness to work a flexible schedule and occasional overtime when needed.
- Possess a strong work ethic and team player mentality.
- 1+ years of experience in a customer service or help desk capacity required. Some experience with multiline telephones, and personal computers helpful.
- Knowledge of technical support issues related to Internet connectivity and PC troubleshooting experience a plus.
- Experience with Internet Explorer, Microsoft Office, and excellent in English read and writing
