Job Description:
Key Responsibilities…
Bi-lingual French. French and English needed. If the candidate also speaks Spanish in addition to French and English that would be a great asset.
Complex Issue Resolution: Handle escalated customer inquiries and complaints, utilizing advanced troubleshooting skills to resolve issues effectively.
Customer Support: Provide expert assistance and support for a wide range of products and services, ensuring customers receive accurate information and solutions.
Training and Mentorship: Assist in training and mentoring new team members, sharing best practices and knowledge to enhance team performance.
Process Improvement: Identify opportunities for process improvements and contribute to the development of standard operating procedures to enhance customer experience.
Data Management: Maintain accurate and detailed records of customer interactions, issues, and resolutions in the CRM system.
Cross-Department Collaboration: Collaborate with other departments, such as technical support and sales, to ensure comprehensive customer service and issue resolution.
Performance Metrics: Monitor and report on key performance indicators (KPIs) for customer service effectiveness, providing insights for continuous improvement.
Customer Feedback: Gather and analyze customer feedback to inform product and service enhancements, and advocate for customer needs within the organization.
Qualifications:
Experience: Minimum of 3 years of experience in contact center, with a focus on handling complex inquiries and escalations.
Education: High school diploma required; associate or bachelors degree preferred.
Skills:
Excellent verbal and written communication skills.
Strong problem-solving and critical-thinking abilities.
Proficient in using CRM software and other relevant tools.
Ability to work independently and as part of a team.
Attributes:
Empathetic: Demonstrates understanding and compassion toward customer concerns.
Adaptable: Open to change and able to adjust to new processes and technologies.
Detail-Oriented: Ensures accuracy in all customer interactions and documentation.
Goal-Oriented: Focused on achieving individual and team performance targets.
Work Environment:
This position may require working in an office setting or remotely, depending on company policies. Flexibility in hours may be necessary to accommodate customer needs.
Compensation:
Competitive salary and benefits package commensurate with experience.
Job Type: Full-time
Pay: $23.00 – $25.00 per hour
Benefits:
401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance
Shift:
8 hour shift
Day shift
Experience:
Contact Center: 3 years (Required)
Customer service: 3 years (Required)
Language:
Spanish, English, and French (Preferred)
French and English (Required)
Work Location: Remote
To apply for this job please visit topsiksha.com.
