Responsibilities
- Manage a large volume of inbound and outbound calls, emails, social media and chats with knowledge and efficiency Identify and address customer needs, with a goal of total satisfaction.
- Provide assistance to customers facing product or service-related technical difficulties. They troubleshoot issues, guide customers through step-by-step resolutions, or escalate complex problems to specialized teams if necessary.
- Identify opportunities to recommend additional products or services that align with customers' needs and preferences, engaging in suggestive selling techniques to increase sales revenue and enhance the customer experience.
- Take appropriate actions to resolve customer dissatisfactions or complaints professionally and empathetically; documenting and investigating issues in order to aim to retain customer satisfaction and loyalty.
- Provide insights to the management team for continuous improvement of products, services, and processes, analyzing the customer feedback from post-interaction surveys to gauge customer satisfaction levels and the customer feedback collected.
- Ensure all information is properly documented for future reference or analysis, recording customer interactions, including relevant details, in the contact center's database or customer relationship management (CRM) system.
- Maintain a high standard of service quality and professionalism during each customer interaction, adhering to company policies, procedures, and legal regulations while handling customer interactions.
- Continuously developing their skills to provide an enhanced customer experience, participating in training sessions and stay updated on product knowledge, service and industry trends.
Requirements
- Completed Technical or partially university studies in related areas such as Business Administration, Communications or similar.
- Intermediate knowledge of Microsoft Office tools and Google Suite.
- Previous experience in customer service or support, preferably in the sales or financial sector, for at least 1 year.
- Effective communication skills, ability to work in a team and handle difficult situations under pressure.
- Agility in keyboarding, spelling and writing.
- Experience in customer relationship management software (CRM),, in financial services or technology is desirable.
Benefits
- 100% Company Funded : Private Health Insurance for employee and immediate family
- 20 days vacation
- Phone finance, Headphone, home office equipment and wellness perks.
- $2,000 USD annual Co-working Travel perk
- $2,000 USD annual Professional Development perk
