Overview
Skills
Job Details
Title: Customer Service Specialist - Onsite
Mandatory skills:
customer service,
Process orders, phone calls, emails,
answering incoming customer calls, entering orders, responding to customer questions, responding to customer concerns,
Quality Assurance, Transactions Per Hour, Accessibility, Answered Interactions, Attendance,
Min typing speed 35 wpm, 10 key by touch, phone,
product portfolio, product procedures,
typing, 35 wpm, 10 key, phone, communication, multi-task, order entry, problem solving, teamwork, customer support
Description:
As a Customer Service Specialist for client, your mission will be to act as a representative of our company to provide top quality service to our customers.
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.
Answer calls in timely manner.
Give excellent Customer Service to our accounts.
Process orders from phone calls or emails.
Complete tasks as assigned.
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)
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
Years of Experience: 2
Specific Skills Needed:
Min typing speed 35 wpm, 10 key by touch, phone experience. Profession communication skills
VIVA USA is an equal opportunity employer and is committed to maintaining a professional working environment that is free from discrimination and unlawful harassment. The Management, contractors, and staff of VIVA USA shall respect others without regard to race, sex, religion, age, color, creed, national or ethnic origin, physical, mental or sensory disability, marital status, sexual orientation, or status as a Vietnam-era, recently separated veteran, Active war time or campaign badge veteran, Armed forces service medal veteran, or disabled veteran. Please contact us at for any complaints, comments and suggestions.
Contact Details :
VIVA USA INC.
3601 Algonquin Road, Suite 425
Rolling Meadows, IL 60008