Customer Support Assoc I
Los Mártires, Bogota D C, Colombia
hace 1 día
source : Fidanto

Essential Functions Core Responsibilities Ensure service delivered to our customers meets contractual Key Performance Indicator KPIs Clarify customer requirements probe for understanding use decision support tools and resources to appropriately provide resolution to the customer Listen attentively to customer needs and concerns demonstrate empathy while maximizing opportunity to build rapport with the customer Greet customers in a courteous friendly and professional manner using agreed upon procedures Maintain basic knowledge of client products and or services Prepare complete and accurate work including appropriately notating accounts as required Participate in activities designed to improve customer satisfaction and business performance May offer additional products and or services Track document and retrieve information in call tracking database May respond to customer inquiries by referring them to published materials secondary sources or more senior staff Candidate Profile High school diploma with three to six months of relevant experience preferred Courteous with strong customer service orientation Strong computer navigation skills and PC Knowledge Ability to effectively communicate both written and verbally Dependable with strong attention to detail Skilled in multi tasking including the ability to be flexible and adapt to changes quickly Tolerance for repetitive work in a fast paced high production work environment Ability to work as a team member as well as independently Demonstrate patience in all customer contact situations including maintaining a pleasant and professional tone and manner Ability to rotate shifts as needed Based on location and or program additional experience skills may be required Job requirements may vary by country and will not contravene any local laws Career Framework Role Has program required basic skill set to perform routine tasks within simple processes but lacking program product specific knowledge Works with close supervision and clearly defined procedures Starting to demonstrate familiarity with client terminology operating standards and procedures Starter without sustained metric performance levels Supplemental Geographical Information RECRUITER ENTER THE APPLICABLE LANGUAGE UNITED KINGDOM EXCLUDE High School INFORMATION IN CANDIDATE PROFILE SECTION Philippines Minimum of two years of college education No prior call center experience is required Ability to think clearly and can explain simple issues effectively both written and verbally INDIA Ability to effectively communicate both written and verbally Listen attentively to customer needs and concerns demonstrate empathy Clarify customer requirements probe for and confirm understanding of requirements or problem Confirm customer understanding of the solution and provide additional customer education as needed Ability to learn including strong problem solving skills Demonstrate strong probing and problem solving skills Should be able to handle complex queries Should be able to resolve customer queries independently Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this job They are not intended to be an exhaustive list of all responsibilities duties and skills required of personnel working within this job title

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