Job Description : Responsibilities :

Responsibilities :

• Follow established processes and systems to ensure that Customer Care Standards are met or exceeded for every customer contact.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Develop a strong knowledge of our product portfolio and procedures.
• Demonstrate 100% follow through in every commitment in an effort to provide one call resolution.
• Effectively communicate additional promotions and services we offer.
• Process customer orders in a courteous, efficient, timely manner with minimal errors.
• Properly document customer complaints and concerns immediately and facilitate satisfactory resolution.
• Communicate effectively with leaders including the Customer Service Supervisor & Manager.
• Communications include updating them regularly to guarantee customer expectations are met and any problems or issues are addressed in a timely and professional manner.
• Regularly attend and participate in team meetings.
• Participate in ongoing training and development to improve the knowledge and skill required to better serve our customers.
• Other duties as assigned by the Manager.
• Provide quality customer service by answering incoming customer calls and entering orders, responding to customer questions / concerns
• Communicating with customers through various channels (Phone, email, chat).
• Effectively communicate additional promotions and services we offer.
• Engage with clients in a friendly and professional manner while actively listening to their concerns.
• Offer support and solutions to customers in accordance with the company's customer service policies.
• Identify customer questions, complaints, concerns, and respectfully and professionally provide sufficient answers and solutions to all customer queries.
• Redirect customers to appropriate departments and teams when necessary and follow up with callers on complaint / question status, ensuring resolution.
• Collaborate with team members and other company departments to ensure overall customer and product satisfaction.

Goals :

• Quality Assurance 90% Rating on calls / emails / chat interactions.
• Transactions Per Hour 8 Transactions per hour worked (6 for chat).
• Accessibility 85% Availability, minimize unnecessary off line time.
• Answered Interactions 99% of Interactions are answered.
• Attendance Compliance to the attendance policy.
• Development & Training Completion of training and action steps.
2 hours ago