Customer Support Specialist

We are looking for experienced Customer Support professionals to join the itel family!!

POSITION PURPOSE:

Providing great customer experience to our customers by keeping them engaged, responding to their interactions in a timely manner and ensuring that their issues are resolved. Each Specialist is responsible for having dynamic conversations that assist the consumer in their shopping process and result in the consumer wishing to do business with our customers. Conversations are not scripted. Specialists are required to think quickly to provide a personalized experience for each consumer based on their wants and needs. Therefore, the ability to multi-task, research, improvise, and type quickly is a must. This is not a sales position; however, each Specialist must be skilled in the art of having conversations geared towards retention or upselling the company’s products. They are also responsible for meeting monthly metrics to include quality, productivity and CSAT.

ESSENTIAL FUNCTIONS:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Provides timely and accurate information on incoming/outgoing interactions
2. Works closely with mentors, team leaders and management team to provide quality conversations to our customers and represent our clients in an effective and efficient manner.
3. Provides timely feedback to the company regarding any concerns.
4. Partners with management team to meet and exceed customer’s service expectations.
5. Regular on-site attendance; strict adherence to the Attendance Policy.

COMPETENCIES:
1. Great Verbal Communication – Subjected to a speech test
2. Great Written Communication. 
3. Interpersonal Skills.
4. Multi-tasking.
5. Adaptability/Flexibility.
6. Consistency/Reliability.
7. Attention to Detail.
8. Must articulate well
9. Must be able to type 40 WPM

QUALIFICATIONS:
● 5 CXC to include English and a numerical subject
● Exception: 3 CXC minimum with previous BPO experience.
● Must be experienced at navigating website pages and quickly identifying information
● Experience in a sales environment for at least 6 months
● Must have effective written and oral communication skills
● Ability to multi-task and prioritize quickly
● Detail oriented and customer-focused
● Possess critical thinking skills
● Must be able to work any 8-hour shift (Mondays – Sundays)
● Full-time employees only
● Adaptable
● Career oriented and professional
● Prior BPO/or Customer Service Associate is a plus