Position Description: Customer Service-oriented representative to act as a liaison, provide product/services information and resolve any emerging issues that our clients might face with both accuracy and efficiency within a very fast paced, high-volume environment. The target is to ensure excellent service standards and maintain a very high level of customer satisfaction.
Essential Job Functions
Effectively manage large amounts of incoming calls and order entries.
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
Identify and assess customers’ needs to achieve satisfaction.
Provide accurate, valid and complete information by using the methods/tools available.
Keep records of customer interactions, process customer accounts and electronic document filing.
Ability to identify opportunities to generate sales leads.
Follow communication procedures, guidelines and policies.
Build sustainable relationships of trust through open and interactive communication with both external and internal customers.
Enhance department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with both external and internal customers.
Must be able to handle a high level of multi-tasking order entry and phone calls
Ability to handle problem analysis and resolution with patience and professionalism
Attention to detail and documentation
Strong communication skills both verbal and written
Data collection, management and analysis
Planning and organizing
Sense of Urgency; Judgement; Decision-making; Attentiveness
Customer service orientation
Time Management Skills
Willingness to learn
Degree or some college preferred; High school diploma or equivalent acceptable
5+ years customer service experience or equivalent combination of education and experience
Very strong data entry & 10-key skills
Well versed in knowledge of computer software including Microsoft Office
Ability to communicate very clearly both verbal and written
Must be reliable, dependable and professional
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