Customer Solutions Agent

As a Customer Service Specialist your primary responsibilities will be assisting customers and helping to resolve their inquiries. By using the latest in modern communication and technology tools you will be able to provide our customers with accurate answers to their questions in both a quick and helpful manner. Core Duties Answer phone calls emails from customers and work to resolve their queries in real time or work with the most relevant department so it can be handled appropriately. Proactively recommend and educate the customer about features and benefits of company products in order to improve their satisfaction and deepen their relationship with the company. Deliver on metrics for example phone handled time customer experience proactive product offered and accepted opportunities. Provide consistent feedback regarding overall customer satisfaction tools and processes. Our Shared Behaviors Brand advocates who go above and beyond to create customer delight Individuals who like to learn seek challenges and go out of their way to help others be successful Individuals who consistently drive for extraordinary results Team members who will learn our way of working and come up with innovative ways to make us even better Those who want a career not just a job and who understand the important role they play in the overall success of our business Customer Solutions Agents are scheduled on a shift basis. We are a 24 hours 7 days a week Customer Contact Center supporting customers globally. We provide training day one with mentoring programs to support our agents in succeeding. Prerequisite Knowledge & Proficiencies Skill in speaking with a pleasant voice retaining composure and building rapport with customers. Ability to understand and navigate company systems within multiple screens in a fast paced environment while seated for extended periods of time. Ability to work independently while making sound business decisions with a well-developed sense of urgency and follow through from call handle time to after call follow up. Must be able to work under time constraints with fluctuating work volumes and scheduling requirements to meet the needs of the business while also meeting exceeding customer expectations. Comfortable working in a high pressure and fast paced environment Skill with telephone sales techniques specifically with up-selling additional products solutions. Ability to meet department attendance guidelines to include a minimum of 40 hours weekly with shifts that include various days and hours. Strong working knowledge of external systems PC based internet and software applications (Internet Microsoft Office Outlook Word and Excel). Strong written (email) communication utilizing proper grammar and punctuation Time management and adherence to schedules. Ability to learn and adapt to new software technologies. Work Experience Minimum of two (2) years experience within a financial service industry or call center environment in one of these areas o Technical or Product Support o Call Center Customer Support experience with direct customer contact o Financial services industry o Sales experience (commission based quota based up-selling cross-selling) Education Experience High School Diploma or educational equivalent

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