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Customer Service Representative
hace 2 meses
Job Summary:
The Support Facilitator plays a vital role in ensuring customer satisfaction by providing timely and effective technical assistance and support services.
Key Responsibilities:
- Deliver Exceptional Customer Service: Achieve at least 75% immediate response to customer inquiries in accordance with service standards, ensuring that customers receive prompt and courteous assistance.
- Accurate Record Keeping: Ensure that accurate customer information and call tracking details are recorded in the Worldwide Response Center Database, maintaining the highest level of data integrity.
- Issue Notification: Provide timely notification to Support Managers of any issue that may impede prompt service or customer satisfaction, facilitating swift resolution and minimizing downtime.
- Workload Management: Help balance daily distribution of incoming support inquiries, ensuring that all customers receive equal attention and support.
- Conflict Resolution: Use good judgment to resolve conflicts between customers and company policies, escalating issues to management as necessary to ensure customer satisfaction.
- Professional Development: Acquire new skills by assuming additional responsibilities as requested, staying up-to-date with the latest technologies and best practices.
- Additional Responsibilities: Perform additional duties as determined by management, contributing to the overall success of the Support team.
Requirements:
- Education: Minimum of Associate's Degree; Bachelor's Degree preferred.
- Communication Skills: Excellent verbal communication and interpersonal skills, with the ability to effectively interact with customers and colleagues.
- Multi-Tasking: Excellent multi-tasking skills, with the ability to handle multiple customer inquiries simultaneously.
- Customer Service Experience: Previous customer service experience a plus, with a proven track record of delivering exceptional customer service.
- Language Skills: Good written communication skills, with the ability to communicate effectively in English. Multi-lingual skills a plus (Spanish, English, Portuguese).
- Availability: Willingness to work in shifts (on a rotational basis) to maintain 24 x 7 coverage of the Support Hotline.
