Customer Service Specialist

POSITION PURPOSE: Providing great customer experience to our customers by keeping them engaged, responding to their interactions in a timely manner and ensuring that their issues are resolved. Each Specialist is responsible for having dynamic conversations that assist the consumer in their shopping process and result in the consumer wishing to do business with our customers. Conversations are not scripted. Specialists are required to think quickly to provide a personalized experience for each consumer based on their wants and needs. Therefore, the ability to multi-task, research, improvise, and type quickly is a must. This is not a sales position; however, each Specialist is responsible for meeting monthly metrics to include quality, productivity and CSAT.  

 

As part of this role, it's important that you're versatile. Specifically, you must be comfortable and capable of handling communications via voice calls, chat and email as the nature of our work often requires flexibility across all three. 

 

ESSENTIAL FUNCTIONS:  

• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 
  
• Provides timely and accurate information on incoming/outgoing interactions 
  Works closely with mentors, team leaders and management team to provide quality conversations to our customers and represent our clients in an effective and efficient manner. 
  
• Provides timely feedback to the company regarding any concerns.  
• Partners with management team to meet and exceed customer service expectations.  
• Regular on-site attendance; strict adherence to the Attendance Policy.  

 

COMPETENCIES:  

• Great Verbal and Written Communication. 
  
• Interpersonal Skills.
  
• Multi-tasking.
  
• Adaptability/Flexibility.
  
• Consistency/Reliability.
  
• Attention to Detail.
  
• Must articulate well
  
• Must be able to type 30 WPM  

  

QUALIFICATIONS:  

• 5 CXC to include English and a numerical subject  

• Exception: 3 CXC minimum with previous BPO experience.  

• Must be experienced at navigating website pages and quickly identifying information  

• Must have effective written and oral communication skills  

• Ability to multi-task and prioritize quickly  

• Detail oriented and customer-focused  

• Possess critical thinking skills  

• Adaptable  

• Career oriented and professional  

• Prior BPO/or Customer Service Associate is a plus