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11/06 Surekha Soni
Recruiter at Career Peach

Views:194 Applications:77 Rec. Actions:Recruiter Actions:0

Specialist - Customer Support - Chat Process - Social Media Domain (3-7 yrs)

Jaipur Job Code: 121044

Responsibilities :


- Provide an excellent customer experience shopping on website engaging the customer with professional courtesy and support.

- Assist customers in locating items and / or provide alternatives.

- Offer timely and accurate information to the customer and place summary of conversation into system.

- Explain available billing options.

- Assist with navigation of the site.

- Answers inquiries by clarifying desired information; researching, locating, and providing information.

- Will provide customer support via live chat, social media and email in a way that reflects our client's culture.

- Demonstrated proficiency in the Social Media Chat Representative Core Learning Path I and Path II and a desire to excel in Social Media Chat Representative Core Learning Path III.

- Handle first tier customer escalations.

- Ability to document coaching and incident opportunities.

- Embrace the Services Team Principles and demonstrate a commitment to our Values and Culture.

- Comply with company policies and procedures.

- All other duties as assigned by manager.

SKILLS OR EXPERIENCE :

- High school diploma or GED with seven or more years of experience in a call center operation, bilingual skills a plus.

- Exhibit motivation, discipline, reliability, and flexibility.

- Bright, articulate, detail-oriented with a desire to exceed customer expectations.

- Ability to communicate correctly and clearly with both internal and external customers.

- Good documentation, comprehension (ability to clearly understand and state the issues customers present), and composition skills (ability to compose a grammatically correct, concise, and accurate written response).

- Action-orientated, flexible problem-solver who will assist customers in creating the best ordering experience and correcting post-sale problems.

- Self-motivated; thinks like an entrepreneur, constantly innovating and driving positive change, but more importantly, consistently deliver results.

- Effective problem-solving skills.

- Ability to approach problems logically.

- Demonstrate learning and decision-making skills.

- Customer retention, upsell, and cross sales skills.

- Ability to influence and persuade others.

- Positive and energetic attitude.

- Ability to effectively utilize various software applications including Microsoft Office Suite with excellent typing skills (minimum of 40 words per minute).

- Demonstrable understanding of the Internet, website, and competitor websites.

- An ambassador of our Core Value: Teamwork, Honesty, Commitment, Passion and Positive Attitude.

PHYSICAL REQUIREMENTS :

- Moving self in different positions to accomplish tasks in various environments.

- Remaining in a stationary position, often standing or sitting for prolonged periods.

- Moving about to accomplish tasks or moving from one workplace to another.

- Adjusting or moving objects up to 40 pounds in all directions.

- Repeating motions that may include the wrists, hands and/or fingers.

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