What are the responsibilities and job description for the Customer Service Representative position at Samiti Technology Inc?
Title: Customer Service Rep
Location: Princeton, NJ
Duration: 6-month contract
- Provide high-level telephone, email, and web chat support for the suite of PIB products, including Factiva, Risk & Compliance, and Newswires.
- Answer global customer queries concerning content/data, product navigation, billing/account administration, and more.
- Provide professional-level support to retain the company's customers and increase customer loyalty.
- Strong ability to multitask, prioritize, and enthusiastically resolve customers' concerns while consistently providing superior levels of customer service.
- Ensure all relevant procedures are followed from beginning to resolution.
- Ensure all key performance indicators and service levels are met.
- Actively seek out opportunities for self-improvement, and participate in new product and procedural training.
- Work with other departments to ensure escalated issues are handled efficiently and correctly.
*This position is hybrid: Currently, Wednesdays are mandatory in the Princeton office, with Mondays, Tuesdays, Thursdays & Fridays WFH. However, this can change at any time, so candidates MUST be made aware.*
* Shift times are rotated between all team members: 8AM-4 PM, 9AM-5 PM, 11AM-7 PM & 12PM-8 PM. Candidates must be able and willing to work all shifts on any given day of the week.*
REQUIRED:
- Highly proficient in English for both written and verbal communication within a corporate environment
- Commitment to customer satisfaction with the ability to build and develop relationships to identify problems, assess needs, and find solutions
- Ability to listen, empathize, and effectively handle challenging customer inquiries in a professional and pleasant manner
- Ability to maintain a positive attitude in an often busy and stressful environment
- Ability to understand new technical systems and applications quickly
- Attention to detail and the ability to multitask, prioritize, and meet deadlines
- Positive outlook on change and flexible approach to a team-based work environment and structure
- Ability to follow a large set of procedural guidelines and to be independently resourceful when investigating/researching complex customer queries
- Experience in a contact center and/or customer service environment
DESIRED:
- Salesforce experience is a plus
- Desire to grow within the company
- College degree desired
- Previous research experience desired
Job Type: Contract
Pay: $20.00 - $22.00 per hour
Expected hours: 40 per week
Experience:
- Call center: 1 year (Required)
- Customer Service Representative: 1 year (Required)
Work Location: In person
Salary : $20 - $22