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Put aside your experiences or perceptions of customer service; we take Customer Care to a new level. We’re dedicated to creating unforgettable experiences with a focus on exceeding expectations with every contact.
When you join our Client’s family you’re welcomed into a team where all employees are empowered to be innovative, solutions oriented, advocates for success and like to have fun doing so.
We are seeking bright, articulate, detail-oriented applicants with a desire to help us forward resolve customer issues and be brand ambassadors.
A Customer Service Associate is a critical part of our mission to deliver timely, accurate and professional customer service to all our Client’s customers. This vital position requires an action-orientated, flexible problem-solver who will assist customers in expediting orders and correcting post-sale problems. Associates communicate with customers primarily via phone and utilize a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions in a fun, and fast paced environment.
Key Responsibilities
Replying to customer inquiries while promoting/selling products and services in a call center environment.
Researching and resolving complaints to ensure customer retention and satisfaction.
Processing orders, addressing billing questions, and resolving basic technical issues. Delivering on performance goals.
Consistent performance within a fast paced and constantly changing environment.
Offering solutions for customers requesting membership cancellation.
Being available to work weekends and/or Holidays.
Contributing to a diverse team
JOB REQUIREMENTS
Basic Qualifications
4 CXC Passes including English Language and/or equivalent professional experience
Proficient in Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
Ability to type swiftly and with marginal errors
Strong communication, interpersonal, and analytical skills
Ability and desire to provide excellent customer-service to all customers
Ability to work independently and in a dynamic environment
A successful Associate will have the following skills:
Customer Focus
Excellent customer service skills – i.e. customer obsessed
Takes ownership of problems and dives deep into customer issues to resolve root causes of customer issues
Excellent interpersonal skills
Ability to empathize with customers
Positive attitude
Ability to identify customer needs and provide appropriate solutions
Computer Skills
Excellent typing skills – 25 wpm or higher with high accuracy and proper grammar
Efficient at leveraging self-service resources such as KC or help center (e.g. references & searching for blurbs) and is able to escalate issues beyond their knowledge
Knowledgeable about Audible product
Ability to use a desktop computer system & familiarity with Windows XP, W7, Microsoft Outlook, and Web Browsers
Communication Skills
Good comprehension skills-- ability to clearly understand and state the issues customers present
Ability to communicate correctly and clearly with both internal and external customers
Good composition skills-- ability to compose a grammatically correct, concise, and accurate written response
Excellent documentation skills
Familiarity with informal American English (i.e. slang, emoticons)
Can use the Audible brand voice – e.g. can build rapport and articulate Audible value proposition
Problem Solving Skills
Effective problem solving skills and critical thinking
