Customer Service Associate - Non Voice Job

Key responsibilities:

1. Interacting with the customer to handle issues from end to end via chat and email
2. Engaging customers in solving issues and ensuring satisfaction
3. Quickly and effectively building rapport with customers while diagnosing and resolving issues
4. Providing white glove service and having the ability to provide an overall excellent customer experience
5. Managing customer expectations regarding estimated response times
6. Receiving inbound calls to gather and verify required information and do the utmost within their power to solve customer problems
7. Actively listening to the customer, and showing empathy and patience
8. Providing information to the client and place appropriate notes in the system indicating exactly what action was taken or needs to be taken
9. Ensuring policies and procedures are followed on all calls
10. Learning and retaining a thorough working knowledge of all existing and new processes and procedures
11. Achieving assigned key performance indicators e.g. chat quality, CSAT & DSAT
12. Attending team meetings/additional training sessions as scheduled
13. Performing other duties as assigned

Requirements:

1. An obligation to deliver exceptional customer service
2. Have excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions
3. Ability to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customer
4. Above average verbal and written communication skills - ability to speak accurately, using proper grammar, and good enunciation
5. Ability to show high emotional intelligence by remaining calm under pressure while solving the customer's concerns
6. Must successfully pass a background check
7. High school diploma or equivalent required
8. Post-secondary degree is a plus

Benefits:

1. An attractive compensation package with performance-based incentives
2. Incredible learning and growth opportunities
3. Outstanding rewards and recognition program & employee engagement activities
4. Free food and transport while working on-site
5. Medical insurance

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