Customer Service Representative - Tier 1 AU
Customer Service Representative - Tier 1 AU
Posted on :
09-10-2024
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Job Description
- Answer all inbound calls/chats/emails within SLA
- Meets QA requirements (90 score consistently) productivity (min. of 50 tickets) CSAT (4 stars min. and 20% Response Rate) and other key performance metrics (70% FCR 6.5 minutes AHT <10 seconds ASA attendance)
- Courteous shows empathy develops rapport and expresses appreciation.
- Use clear and concise case documentation.
- Escalates complex issues appropriately.
- Ability to comprehend issue(s) and try to resolve them on first contact.
- Uses appropriate macros per workflow.
- Uses appropriate grammar sentence structure or syntax.
- Drives daily actions based on discussion & guidance from Team Lead
- Basic product knowledge able to search product info on partner portals (Amazon Walmart Wayfair etc.)
- Work with multiple internal departments and BPO partners to resolve customer issues.
- Good product knowledge and ability to improve over time.
Snapshot of Your Impact
- By 3month mark: Comfortable in handling frontline customer calls chat and email contacts with minimal support.
- By 6month mark: Can analyze and recognize trending customer service issues and confidently deescalate customer escalations. Exceeds KPI expectations.
- By 12month mark: Fully functional. Contributes ideas and strategies to improve customer service delivery. Can confidently make decisions on product replacements and refunds.
Required Skills Experience and Qualifications
- Proficient computer skills and experience with MS Office
- Excellent communication (written and verbal) skills.
- Good comprehension skills
- Good documentation skills
- Previous call or contact center experience 3 6 months.
- Flexible to work multiple shifts including weekends.
- Can handle multiple tasks.
Preferred Skills Experience and Qualifications
- At least a high school graduate
- Experience with Gladly or other ticketing systems like Zendesk SAP Shopify and MS Office preferred.
- Amendable to work on dayshift schedule
- Willing to work onsite in Clark Center Bethaphil
- Coachable
- Proactive
- Quick learner
- Collaborative
Remote Work :
No
Employment Type
Full Time
Key Skills
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