applications

Core Business Hours

Flexible hours and possible rotating shifts, depending on support needs and assignment of duties

Summary:

The ideal candidate will have excellent organizational and communication skills and a genuine love of working with the public. Possess a pleasant personality, the ability to prioritize multiple tasks, flexible availability, and the desire to service a high volume of customers quickly and efficiently. The primary purpose of a Customer Service Representative is to take customer service calls and emails from customers on ur clients products.

Essential Duties and Responsibilities

? Provide customer service order taking to customers.

? Answer calls and emails within department stated goals.

? Ensure 100% customer satisfaction on calls and emails.

? Escalate questions and issues to Customer Service Supervisor as required.

? Adhere to lunches/dinners and breaks schedules to ensure that queue and skill group coverage is maintained

? Perform other duties as determined by Customer Service Supervisor and Management.

? Adherence to current policies and guidelines.

Metrics

• Demonstrate ongoing improvement in overall performance monthly

o QA scores (Minimum of 90%)

· Ensure one contact resolution on calls and emails, maintaining 20% or less call back ratio.

· Maintain a monthly QA average of 95% or higher.

Qualification Requirements

Demonstrate proficiency on multiple standard Queues, Processes, and Procedures. These may include, but are not limited to:

? At least 1 year Call Centre Customer Service experience desired

? Multi lingual native language and English both written and spoken

? Computer experience:

o In-depth knowledge of Microsoft based programs

o Ability to type over 35 word per minute

o In-depth internet knowledge with an clear understanding of eCommerce and the digital delivery of software

o Demonstrated experience with online ordering processes

? Ability to work under time constraints

? Strong written and verbal communication skills

? Ability to perform well as a team member

Supervisory Relationships

To perform this position successfully, an individual must be able to work within the following supervisory relationships: The Associate Customer Service Representative reports directly to a Supervisor and participates actively as a team member along with Supervisors, who also report to a Manager.

Education

Secondary completed required

Language Skills
Excellent written and verbal language skills and strong presentation skills

Mathematical Skills

Requires ability to produce and interpret calculations such as time estimates for project completion, percentages of time devoted to various accountabilities, etc

Reasoning Skills

Ability to define problems collects data, assess and present findings and recommend effective solutions.

Confidentiality Requirements

This position requires the individual to have access to confidential information, including but not limited to:
· Client information
· Proprietary information regarding internal processes
· Individual employee performance information
· To perform this job strict confidentiality must be maintained.

Work Environment

The work environment is a standard office environment. The noise level in the work environment is usually moderate.