A customer-obsessed associate, accountable for answering customer queries, resolving customer problems, and championing service standards by delivering a world-class customer service experience from start to finish.
In this role, you will:
- Maintain an appropriate level of knowledge of product and services
- Handle incoming and outgoing customer service calls, emails, texts, live chats and third-party market support
- Offer value-added solutions and promote customer loyalty by providing exceptional customer support
- Continue to develop awareness of competitor products and key comparative details
- Develop appropriate level of knowledge of systems and update customer records and internal documents daily
- Resolve product or service problems by: clarifying customers’ concerns; determining root causes of the concerns; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following-up to ensure resolution
- Identify issues that need to be escalated to higher levels of support
- Follow established processes and contribute to development of enhanced processes
- Develop an understanding of authority levels for customer appeasement
- Meet the minimum target for KPIs based on level
- Other duties as reasonably assigned
Qualifications
- 1+ year experience working in a call center environment
- Perfect written English and French
- A passion for providing exceptional customer service
- Conflict management skills and the ability to deliver a difficult message that creates the best customer experience possible
- Sales experience; a proven ability to take customer queries and turn them into closed sales
- Able to correspond in multiple tones to cater for different audiences in various situations
- Understanding of customer service best practices, communication, and customer de-escalation to promote business goals
- Proven aptitude to function within deadlines, while working both independently and as part of a team
- Robust multi-tasking skills, highly organized
- Professional and positive attitude
- Hours of operation: Monday to Friday 8:00 - 5:00 MST, Saturday and Sunday 8:00 - 4:00 MST
- Hourly position: 40 hours a week, rotating weekends and holidays