Description:Customer Service RepresentativeMajor PurposeResponds, consults and provides information/solutions to channel partners/customers/Company personnel on complex product support inquiries on policies, issues and concerns to optimize customer satisfaction and retention. Requires in-depth analysis to unstructured situations and may require careful interpretation, analysis or diagnosis in order to provide unique solutions.Major DutiesProvide advanced product/service information and respond to basic customer questions about the product/service.Record and process custom/special customer orders, often dealing with ambiguous delivery expectations.Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required.Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements.Provide exceptional service to customers to encourage continued use of the organization's products/services.Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.Skills, Abilities, KnowledgeCustomer-Focused Approach – MUST HAVELeverages Digital Communications with Customers - MUST HAVEUnderstands Issues/MotivationsMasters Service ConversationsNavigates Customer ChallengesStrengthens Customer ConnectionsBuilds Customer LoyaltyIn-Depth QuestioningInitiates Compelling Sales ConversationsService Into SalesBuilds RapportKnows the Buying InfluencesManages Buyer IndifferenceEducationShort-Cycle Tertiary EducationWork ExperienceExperienced practitioner able to work unsupervised (13 months to 3 years)Basic experience of coordinating the work of others (4 to 6 months)Notes:100% onsite positionHours are Mon-Fri, flex start time: 7/8:00 – 4/5:00 VIVA 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
Description:Customer Service RepresentativeMajor PurposeResponds, consults and provides information/solutions to channel partners/customers/Company personnel on complex product support inquiries on policies, issues and concerns to optimize customer satisfaction and retention. Requires in-depth analysis to unstructured situations and may require careful interpretation, analysis or diagnosis in order to provide unique solutions.Major DutiesProvide advanced product/service information and respond to basic customer questions about the product/service.Record and process custom/special customer orders, often dealing with ambiguous delivery expectations.Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required.Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements.Provide exceptional service to customers to encourage continued use of the organization's products/services.Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.Skills, Abilities, KnowledgeCustomer-Focused Approach – MUST HAVELeverages Digital Communications with Customers - MUST HAVEUnderstands Issues/MotivationsMasters Service ConversationsNavigates Customer ChallengesStrengthens Customer ConnectionsBuilds Customer LoyaltyIn-Depth QuestioningInitiates Compelling Sales ConversationsService Into SalesBuilds RapportKnows the Buying InfluencesManages Buyer IndifferenceEducationShort-Cycle Tertiary EducationWork ExperienceExperienced practitioner able to work unsupervised (13 months to 3 years)Basic experience of coordinating the work of others (4 to 6 months)Notes:100% onsite positionHours are Mon-Fri, flex start time: 7/8:00 – 4/5:00
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