We need an enthusiastic individual who can listen to customer service issues and then offer a unique and innovative solution to each problem. The successful candidate for this role will have a strong command of the company's customer service policies, and be well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers.
Responsibilities
- Responds to customer inquiries by telephone or e-mail to provide non-technical problem resolution.
- Analyze a customer's service needs and refer to other service or technical departments for follow up or additional information as needed.
- Provide updates to other internal teams on customer needs and factors that contribute to customer satisfaction.
- May utilize a customer relationship application or database to record activities and research product/client information.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Has gained proficiency in multiple competencies relevant to the job.
- Works independently within established procedures associated with the specific job function.
Qualifications
- Bachelor's Degree (Four-year college course).
- Customer Service Intermediate Certification which includes Communication Strategies and Customer Relationship Management.
- Minimum of 2 years work experience.
- Excellent Verbal and Written Communication Skills.
- Ability to remain professional and courteous with customer at all times.
- Must be available to work at night, holidays and weekends.
- Maintains high degree of professionalism and confidentiality.
- Ability to multi-task, prioritize and manage time effectively.
- Interpersonal skills - Able to work independently and as a team member.
- Keen attention to details.
