Strategic CSR• As a Customer Service Specialist for the client, your mission will be to act as a representative of our company to provide top quality service to our customers. • Answer calls in timely manner. • Give excellent Customer Service to our accounts. • Process orders from phone calls or emails. • Complete tasks as assigned. PRIMARY RESPONSIBILITIES:• Follow established processes and systems to ensure that Customer Care Standards are met or exceeded for every customer contact.• Maintaining a positive, empathetic, and professional attitude toward customers at all times.• Develop a strong knowledge of our product portfolio and procedures• Demonstrate 100% follow through in every commitment in an effort to provide one call resolution.• Process customer orders in a courteous, efficient, timely manner with minimal errors.• Properly document customer complaints and concerns immediately and facilitate satisfactory resolution.• Communicate effectively with leaders including the Customer Service Supervisor & Manager. Communications include updating them regularly to guarantee customer expectations are met and any problems or issues are addressed in a timely and professional manner.• Regularly attend and participate in team meetings.• Participate in ongoing training and development to improve the knowledge and skill required to better serve our customers.• Other duties as assigned by Manager. Specific Duties:• Provide quality customer service by answering incoming customer calls and entering orders, responding to customer questions/concerns• Communicating with customers through various channels (Phone, email, chat)• Effectively communicate additional promotions and services we offer.• Engage with clients in a friendly and professional manner while actively listening to their concerns• Offer support and solutions to customers in accordance with the company's customer service policies• Identify customer questions, complaints, concerns, and respectfully and professionally provide sufficient answers and solutions to all customer queries• Redirect customers to appropriate departments and teams when necessary and follow up with callers on complaint/question status, ensure resolution• Collaborate with team members and other company departments to ensure overall customer and product satisfaction Goals:• Quality Assurance – 90% Rating on calls/emails/chat interactions• Transactions Per Hour – 8 Transactions per hour worked (6 for chat)• Accessibility – 85% Availability, minimize unnecessary off line time• Answered Interactions– 99% of Interactions are answered• Attendance – Compliance to the attendance policy• Development & Training – Completion of training and action stepsSkills needed: • Type min of 35 wpm 10 key by touch, phone experience• Able to communicate via email or chat in professional manner • Able to multi task.• Profession communication skills,Years of Experience: 2Note:100% Onsite but possible future HybridPacific Time Zone Work Hours: 7am to4pm PSTTRAINING HOURS - 8AM TO 5PM PSTTEMP ONLY - WILL WORK ON A MONTH-TO-MONTH BASISTemp to permVIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
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