Customer Service Associate

As a Customer Service Associate, you will work as part of a multi-skilled team delivering prompt, effective and consistently high levels of customer service.

Duties & Responsibilities

• Master all relevant Apps and Internal Applications and proactively and sensitively resolve customer complaints and issues at the earliest opportunity.
• Responsible for recording and escalating customer issues/concerns through the formal process where appropriate,
• Record data accurately, through timely processing and maintenance,
• Follow the standardized processes of the company according to the department's guidelines;
• Log, process and progress-chase customer inquiries, escalating where appropriate, to provide a final resolution.
• Answer inbound chat inquiries from customers promptly and professionally,
• Identify the type of assistance a customer may require  
• Ascertain the level of assistance needed to resolve inquiries and escalate when appropriate.
• Deliver all information in a positive conversational manner to facilitate customer relationship development.
• Manage customer expectations and actively engage multiple customers in online chat contexts. Thoroughly review chat history and past agent notes to gain oversight into their behaviour and the context of inquiries.

Qualifications

• Bachelor’s degree in Business Administration or a minimum of 3+ years’ proven experience in a customer service position.
• Can type 40 WPM or more
• Fluency in Spanish will be an asset, but not required
• Proficiency in Microsoft Office 365, customer service software and web-based applications

Knowledge and Other Skills

• Ability to work with confidential and sensitive data and information
• Great Interpersonal Skills
• Time Management skills
• Intermediate Computer proficiency
• Excellent verbal and written communication skills, including the ability to deal with complaints, customer concerns and queries sensitively and calmly
• Report Writing skills
• Familiar with working remotely/virtually Able to work independently and follow agreed processes to required performance levels
• Can take responsibility for actions and recognize potential impact on team members, customers and the business
• Able to work on a rotating shift system that operates 24/7