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Is this you?
Are you the kind of person who sees Customer Service as a vital ingredient to the success of any growing business? Do you understand the VALUE you add as a Customer Service Representative to the success or failure of that business?
Do you enjoy assisting customers telephonically (or if required, through digital channels) and love the learning process that every new position brings? Do you love helping people and know that an angry customer is just a golden opportunity? Hearing people say, 'Thanks! You're my hero for the day!' is what gets you out of bed in the morning.
Are you a proficient typist and can multi-task by engaging in conversation and typing accurate notes simultaneously? Are you calm under pressure and able to think outside the box for a solution if necessary? Are you able to work alone AND be part of a team that works towards a single goal? Can you work in US PST Time Zone, in a space that is quiet and has fast, reliable internet? Do you have a technical aptitude and can easily grasp technical concepts?
If you answered YES to these questions, then we would love to talk to YOU.
Responsibilities Includes:
- Answer calls in a professional and polite manner
- Resolve queries relating to orders, pricing, and availability
- Capture accurate, comprehensive notes relating to inbound requests
- When required, assist the chat team with overflow volume
- Understand all company processes and apply them diligently
- Build Rapport and Relationships with Customers
Skills & Competencies:
- Service orientation at the highest level
- Self-motivated and self-managed
- Excellent use of grammar with exceptional verbal and written communication skills
- Ability to have an ongoing conversation and consistently have a friendly Tone of Voice
- Ability to build RAPPORT and display genuine EMPATHY when appropriate
- Ability to manage conflict
- Excellent computer literacy with the ability to quickly learn new software
- Experience in a customer service ticketing system
- Excellent listening skills and ability to understand the customer and business needs
- Ability to remain calm with upset customers and through experience, still be able to WOW them
- Highly adaptable, showing initiative, customer-focused, driven, outgoing and a team player
- A hardworking, fast-paced; all-round performer
- An ability to maintain targeted KPI levels
- Identify surrounding workload and the need to go over and above when necessary
- Have an interest in a career leading to supervisory responsibilities
Minimum Requirements:
- At least One Year of Call Center Customer Service experience
- Proficient with Microsoft Office Suite software (Excel, Word, Access, and Outlook
- Experience using Customer Service software
- Ability to interact professionally with others and work independently in a fast-paced environment
- Strong problem-solving and interpersonal skills
- Excellent verbal and written communication skills
- Highly dependable team player
- Ability to prioritize workload and complete responsibilities on time
- Fluent in written and spoken English
- Workplace/work from home
- o Fast, reliable internet (minimum 20 mbps download/5mbps upload)
- o A quiet space to work
- o A reliable computer
- o A Headset with a noise canceling microphone
Additional experiences we would like to see:
- Engineering/technical or technical products background,
- Lived or worked in the US.
- Native English speaker
