Would prefer candidates who have worked in call center, retail, food services, cashiering, dispatch, banking, or any role that involves heavy customer service.
You will support inbound customer inquiries and resolve customer issues by delivering world-class customer service. In client Customer Support, we continually seek individuals with a keen passion for delivering exceptional customer experiences, a desire to make a positive impact, a commitment to their work, the ability to elevate the performance of their team members and display enjoyment for solving complex customer issues.
Job Responsibilities
Ensure that all customer escalations and complaints are managed to excellent professional standards and within client terms and policies.
Receive inbound contacts calls and complete outbound contacts (callbacks, responses, etc.) to ensure that all queues are maintained, and all service levels are met. Maintain personal and team accountability for productivity and efficiency.
Demonstrate ownership of customer issues and work proactively with client business units, partners and vendors to manage issues through to a complete resolution in a timely manner.
Demonstrate sound negotiation, problem-solving and conflict resolution skills by working to resolve issues within your own authority and parameters whenever possible, while utilizing sound judgment to understand when it will be both effective and necessary to escalate to a higher authority.
Demonstrate the ability to understand the big picture and identify the underlying drivers causing complaints by capturing, reporting and analyzing systematic issues and recommending solutions to improve processes and products.
Advocate as the voice of the customer to client. Proactively make recommendations to address the root causes of escalations and complaints by leveraging escalation contacts and processes.
Understand current business processes and tools that impact our customers and work with the manager and the necessary owners internally to resolve any issues and fix processes.
Capture all pertinent customer contact information accurately and concisely within the data capture systems and ensure data is properly maintained.
Follow escalation and complaint procedures in order to ensure that all customer escalations and complaints are tracked, and all relevant parties are informed of actions taken to resolve issues.
Utilize appropriate tools to ensure the customer receives relevant information and identify knowledge gaps and/or outdated policy/procedure which caused frontline efforts to fail.
Job Requirements
1+ years of customer service and/or contact center experience preferred
Strong verbal and written communication skills.
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