We are looking for an energetic, positive and self-motivated individual to join our team. He or she will provide excellent customer service in order to ensure that the users of our Services platform get prompt and courteous answers to their needs. Responsibilities: Supports our users by working independently to respond to phone, CRM and e-mail customer inquiries in a timely manner. Demonstrates excellent interpersonal and customer service skills. Maintains a detailed and accurate log of interactions and customer information using tools and methods as determined by department procedures. Assists in the maintenance of department knowledge base for customer and service issues. Monitor service chat logs to ensure service quality. Perform Mystery shopper sessions with experts. Utilizes negotiation and conflict resolution skills to resolve customer (internal and external) complaints, problems, and questions amicably. Has a good understanding of the supported applications. Adheres to service level agreements and customer support procedures. Provides input on revisions or additions to procedures.
Skills and Abilities: Ability to achieve and maintain positive rapport with diverse customers and works to give them high quality, responsive service. Ability to carefully and patiently listen to customers and respond to customer inquiries in a professional and appropriate manner even when a customer is impatient. Follows-up with customer on a timely basis as needed. Ability and motivation to learn our platform from the customer and expert side. Ability to understand computer terminology and concepts, including principles of desktop computers, software, and Internet browsers. Ability to explain technical concepts to end users and non-technical staff in an effective and respectful manner. Familiarity and ability to use Microsoft Windows, Outlook. Ability to learn internally developed and vendor-developed computer applications. Ability to adapt to new environments, adjust to situations or demands, and function effectively in them with a minimum of confusion or loss of productivity. Ability to adapt to various communication methods including telephone, in-person, mail, electronic mail and facsimile, including talking with company members located in foreign countries. Familiarity with or ability to learn SalesForce (CRM). Ability to work in a team environment. Ability to work with moderate supervision. Licenses, Certificates, Registrations: Certification or experience in customer service is a plus. Additional Requirements: Excellent time management and organizational skills. Excellent verbal and written communication skills. Excellent judgment and discretion. Energetic, positive thinking and self motivated.
Based on experience