Customer Service Specialist - Onsite

Title: Customer Service Specialist Onsite

Mandatory skills:

• Customer Service,
• answering incoming customer calls, entering orders, responding to customer questions, responding to customer concerns,
• Phone, email, chat,
• customer service policies, customer queries,
• Quality Assurance, Rating on calls, emails, chat interactions,
• product portfolio, product procedures, document customer complaints, facilitate satisfactory resolution

Description:

• Answer calls in timely manner. Give excellent Customer Service to our accounts. Process orders from phone calls or emails. Complete tasks as assigned.
• As a Customer Service Specialist for client 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. 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

Specific Skills needed: Type min of 35 wpm 10 key by touch Able to communicate via email or chat in professional manner Able to multi task.

Years of Experience: 2

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 :

Account co-ordinator: Sekhar Radhakrishnan, Phone No : , Email:

VIVA USA INC.

3601 Algonquin Road, Suite 425

Rolling Meadows, IL 60008