Position Summary:
Perform accurate and efficient front-line contact center functions for automotive customers. Our client is a leading global automaker and mobility provider that offers clean, connected, affordable and safe mobility solutions.
Overall Responsibilities:
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· Ensure service delivered to customers meets contractual Key Performance Indicator (‘KPIs’)
· Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
· Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
· Greet customers in a courteous, friendly, and professional manner using agreed upon procedure
· Maintain basic knowledge of client products and/or services
· Prepare complete and accurate work including appropriately notating accounts as required
· Participate in activities designed to improve customer satisfaction and business performance
· Offer additional products and/or services
· Track, document and retrieve information in call tracking database
· Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff
Job Requirements:
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· Minimum 18 years of age
· High School or secondary school diploma (or equivalent) required; College, University or post-secondary diploma (or equivalent) preferred
· At least 1 year of customer service experience; contact center experience preferred
· Positive attitude and a passion for customer care
· Patient and friendly with all types of customers
· Consistent level of professionalism and a conscientious nature
· Flexibility and adaptability to work in a fast-paced environment
· Prioritization skill to balance conflicting workload to satisfy customers under time pressure
· Strong written and verbal communication skills (good spelling, grammar; avoid slang and jargon)
· English Language proficiency
· Good telephone customer service etiquette
· Actively listens and asks probing questions to understand the customer’s needs and determine the best course of action
· Excellent verbal communication skills, responding with appropriate feedback (avoid slang and jargon) -Ability to demonstrate empathy and understanding; diplomatic, polite and apologizes where necessary
· Computer literacy – competent in Microsoft Office/Google Suite, Internet Explorer, Edge and Google Chrome (required);
· Experience with cloud-based CRM and telephony tools (preferred)
· Typing speed: minimum of 35 words per minute
· Logical approach to problem resolution: gathers facts, takes corrective actions, escalates problems at the appropriate stage
· Flexible schedule availability
· Team player, working with the team to achieve objectives, friendly and approachable even when busy
· Personifies ‘willingness to help
Job Types: Full-time, Permanent
Pay: $18.00 per hour
Benefits:
- Dental care
- Employee assistance program
- Extended health care
- Paid time off
- Work from home
Schedule:
- 8 hour shift
- Evening shift
- Holidays
- Monday to Friday
- Morning shift
- Night shift
- Weekend availability
Supplemental pay types:
- Overtime pay
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