Customer Service Specialist

Duration: 3 month(s) (Possibility of Extension)

PRIMARY 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 Manager. Specific Duties:
" 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, ensure 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