Customer Service Associates possess exceptional customer service and people skills. They are detail- oriented individuals who listen well and are able to anticipate someone's needs in order to provide a wonderful customer experience.
Their purpose is to ensure that customers have a pleasant experience as well as access to any information or services they might need.
They must uphold company culture, politics and procedures at all times while making customer’s feel welcomed and valued.Job Duties
Respond to customer inquiries through calls, emails, chats, and any future methods related to any of our clients’ products promptly, personally, discreetly and with the goal of opening the conversation and ensuring they feel welcome.
Establish and maintain positive business relationships with the customers.
Be a professional brand ambassador for our company when dealing with internal and external customers and vendors.
Provide helpful customer service by identifying and anticipating to customer needs, resolving customer concerns and processing customer transactions efficiently.
Consistently provide accurate, clearly-communicated information in order to achieve First Contact Resolution (FCR).
Offer exceptional and proactive customer service in alignment with our high standards of excellent in order to meet customer satisfaction and quality targets.
Handle customer interactions quickly and effectively within a reasonable handle time, including multiple chat interactions concurrently.
Capitalize on opportunities to upsell products as required, effectively delivering results to our clients by supporting our customers in making the right product decisions.
Ensure consistent availability and schedule adherence at all times throughout your shift.
Maintain an overall high level of knowledge and expertise across multiple product channels.
Provide basic troubleshooting and issue reporting.
At all times adhere to the company’s Handbook and Code of Conduct, and maintain the strictest level of confidentiality with all of our data.
Perform other duties and responsibilities not specifically outlined herein, as assigned. Agent Background
High vocation to service
Background in, hospitality, gaming, and customer experience.
1+ Years of sales, customer service and / or Concierge experience required.
Positive, enthusiastic, and passionate.
Ability to understand and convey business issues into opportunities.
Strong sense of urgency.
Multitasking skills; Fast learner.
Strong written and verbal communication skills and attention to detail.
Ability to work rotational schedule 24 / 7, evenings, and weekends.
Strong Emotional Intelligence
Active Listening / Empathy
Leadership is a plus
Excellent English communication skills both written and verbal