Customer Service Specialist - Voice Process

Customer Focus:

· Demonstrates a strong customer service orientation

· Takes responsibility to follow up with customers to ensure their needs and expectations are satisfied and promises are kept

Soft Skills:

· Ability to effectively communicate his/her thoughts in a well-organized manner

· Excellent, live writing skills. Example: Ability to type a minimum of 22 words per minute with few grammatical errors in a back and forth conversation with a customer.

· Friendly and upbeat style

· Ability to handle difficult or irate customers effectively

· Ability to set expectations and deliver information in a positive and articulate way

· Investigates and takes action to meet customer’s needs

· Solves routine problems effectively, gathering the information necessary from the customer

· Applies systematic approach to solving problems

· Professional and positive in interactions with others and is able to establish rapport quickly

· Treats others with courtesy and respect

· Able to adjust his/her behavior and communication to accommodate working styles and perspectives of diverse individuals

Others

· Demonstrates clear and polite written communication

· Escalates customer issues appropriately and correctly. Demonstrates timely accurate and professional customer service

· Maintains a positive and professional demeanor and portrays the company in a positive light

· Demonstrates knowledge and use of departmental resources, policies and procedures

· Annotate contact topic and action

· Maintains email handle time, while remaining friendly and informative (after call email to customers)

· Maintains productivity and quality standards

· Actively seeks solutions and identifies trends to appropriate personnel including possible solutions or suggestions

· Demonstrates appropriate sense of urgency for customer responses

· All other duties as assigned

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 5 years of experience.