Customer Service Associate

Customer Service Associate

We are Customer and Employee Obsessed. For this role as Customer Service Associate you will be expected to display ownership by developing your best. They accomplish results by ensuring all the expected requirements are met, always following the stated policies and procedures.   

They take full ownership on ensuring all customers are being taken care of and look for out of the box ideas to support them. They do what they say they are going to do and are up-front and respectful in their interactions with others.

Essential Functions:

Customer Service Representative responsibilities include but are not limited by the ones described as follows.

• Respond to customer inquiries & client’s requirements.
• Provide super exceptional service to customers during each interaction.
• Provide & collect customer’ information to address their needs with accurate and clear information.
• Adhere to all company guidelines regarding policies and procedures.
• Properly document each customer interaction according to company standard operating procedures.
• Maintain an excellent attendance record and schedule adherence.
• Monitor and lead operations flow from order creation to delivery.
• Quickly solve unexpected problems and ensure orders are accurate and on time.
• Maintain diplomacy, integrity and professionalism when addressing to customers on calls and / or with coworkers on site.
• Maintain high standards regarding confidentiality and adhere to the non-disclosure agreement / policies.

Competencies:

• Accountability
• Adaptability
• Communication
• Inclusiveness
• Customer focus
• Technology orientation
• Positive Attitude

Qualifications:

• Customer service mentality with a positive attitude!
• 5 or more CXCS including English Language and Mathematics, an associate degree would be a plus.
• At least 12 months BPO Experience or 1 year client facing high demand customer service role or similar role.
• Prior experience in transcription would be a plus.
• Excellent English skills
• Demonstrated Critical Thinking ability, conversational & persuasive.
• Excellent communication skills (verbal & written). Writing background (grammar buffs wanted)
• Strong attention to detail skills.
• Ability to multi-task and handle multi systems at once.
• Demonstrated strong skills of Microsoft Windows and browner applications.
• Data entry skills in accuracy, must be able to type a minimum of 50 wpm or more.
• Active online presence and familiarity with social media
• Possess the ability to multi-task and think on your feet to provide sound, quick solutions.
• Excellent listening skills, time management and prioritization skills
• Must have copies & originals of your qualifications, TRN, NIS and ID
• Must be able to train and / or work onsite.
• Must be flexible to work ANY Full-Time Shift including weekends and holidays
• Ability to deal with stress & work pressure in fast-paced environment.
• Must be flexible to work any 8 hours shift within 24 hours, any 5 days of the week.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computer, headsets.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• The employee is regularly required to talk or hear, the employee is frequently required to stand, walk, use hand to finger, handle and reach with hands and arms.

Position hours / Expected hours to work:

• This is a full-time position. must be flexible to work any 8 hours shift within 24 hours, any 5 days of the week. and open to changes as needed by client requirement, with the understanding that you behold a critical position that operates 24/7 and your attention may be needed at any given time.

Travel:

Non-Applicable

Disclaimer:

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification, its not designed to contain or to be interpreted as comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Employer reserves the right to modify this job description, including by adding, removing and altering job duties.