Email Chat SMS and Voice Customer Service Associate - Hybrid Support

Large eCommerce Furniture Marketplace seeking Email and Chat and Voice Customer Service Associate Professionals to join our team. Candidate will act as a liaison provide services information answer questions and resolve any emerging problems that our clients accounts might face with accuracy and efficiency. Candidate should be genuinely excited to help clients. You must be patient empathetic and passionately communicative. The target is to ensure excellent service standards respond efficiently to clients inquiries and maintain high customer satisfaction. These customers are based in North America.

Responsibilities

• Identify and assess clients needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions process customer accounts and file documents
• Follow communication procedures guidelines and policies
• Take the extra mile to engage clients

What Does Service Representative Do

• Demonstrate Reliability: Attendance and commitment to being present and on time for your full shift each day is crucial. This helps ensure were ready and available to help our customers when they need us most. For unexpected events or issues we require our representatives to be proactive in their communication and planning whenever possible.
• Handle a High Volume of Contacts: You will handle an estimated 5060 emails chat SMS per shift. This is a fast paced environment and highly structured. There is little down time in this position as you are typically on back to back chats during your shift.
• Meet Our High Performance Bar: Youll work to exceed customer satisfaction excel in meeting customer service efficiency metrics and other responsibilities as assigned. 
• Engage Customers: Youll need a passion for people. Youll be the voice of Wayfair and work to build a relationship with customers who contact us by inbound phone call chats and emails. Topics can range from returns replacements delivery product availability order status and more. 
• Listen Actively and Show Empathy: You will actively listen to understand customer concerns and leverage internal resources to find the best solution to thoroughly address their problem.
• DeEscalate Customer Concerns: Most customers contact us because theyve had a problem and need your help. You will use your conflict management skills to balance the needs of the customer with the options from the business while always maintaining a professional composure.
• Problem Solve: Solutions arent a onesizefitsall approach so customer service representatives do not read from prepopulated scripts. You will be given a level of autonomy to help customers find the right solution. Youll need to think analytically to solve customer problems in a first contact resolution approach.
• Multitask: Youll need to juggle navigating multiple browsers tabs tools and screens in order to quickly and effectively answer questions. The ideal customer service representative will be familiar with computers and can effectively navigate technology on a daily basis.
• Escalate Systemic Issues: Help us continuously improve. Youll identify areas where improvement is needed on behalf of Wayfair customers and share any trends with leadership.

Qualifications :

Our most successful candidates will have :

• Must be at least 18 years or older.
• A minimum of 34 CXC/GCE subjects inclusive of English Language or a U.S. high school diploma or GED. 
• We require all candidates to have a minimum of 3 subjects inclusive of English (CXC/CSEC City & Guilds. I II III; GCE A B C; SSC 4 5; JSCE Pass; NCTVET Level 1 2 3; and CCSLC Competence & Mastery).
• Must have flexible availability to work any day and any assigned shift weekly.(Weekends and Public Holidays).
• Must successfully pass English Language written assessments.
• Consistency in performance and an I can and will win attitude.
• Demonstrated ability to perform at a high level to support our high volume of inbound calls.
• Experince in customer service is an asset and preferred.
• Good systematic problem solving ability  using sound business judgment and following through on commitments to customers.
• The ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps to satisfy those needs.
• Excellent attention to detail.
• Excellent verbal and written communication skills; able to translate Customer communication rapidly and effectively on live voice or chat interactions. proficient reading skills required.
• The ability to project patience empathy caring and sincerity in written words or voice tone depending on channel.
• Ability to effectively organize prioritize multitask and manage time.
• Multitasking skills showcased through the use of several applications; experience working with CRM applications preferred.
• Basic PC keyboarding skills; basic Microsoft Office (Outlook Word Excel) experience required.
• Must have basic computer skills with the ability to navigate and manipulate a computer system.
• Must be very tech savvy with strong abilities in handling troubleshooting techniques and resolving technical issues.
• Inspire confidence and positively influence the behaviour actions and thoughts of others.

• No commitments that will impact your ability to commit to work for the next 18 24 months

Additional Information :

Our employees enjoy:

• Competitive compensation packages inclusive of base pay incentives overtime and shift differentials for certain shifts.
• Annual merit increase based on performance.
• Paid Training.
• Discounts for several corporate and retail partners for services and products once Sutherland ID is presented.
• Excellent training and supervisory support to help you feel comfortable servicing our customers.
• Competitive Salary with attractive and attainable PBI structure.
• Paid vacation and sick leave annually.
• Exceptional Health and Life Insurance Plan
• Lunch benefits and subsidy.
• Onsite lunch concessionaire at reduced rates.
• Transportation/ Shuttle Services Free transportation home for shifts that end after 9:00 pm and pickups for shifts that begin before 6am
• Free Onsite medical suite with nurse and medical doctor.
• Daily Refuel Plan Robust and dynamic schedule of activities to keep employees energized both at home and in the office.
• Paid referral program
• Career development & growth opportunities for advancement.
• Excellent Reward and recognition programs.

As your prospective employer we need to process your Personal Data as needed to evaluate your qualification for the position you are applying for with Sutherland.  During the recruitment process your Personal Data may be transferred outside of Jamaica and disclosed to third parties in the normal course of the recruitment and/or employment process or as needed to comply with applicable laws. This may include transferring information to our affiliated Companies for purposes connected to your employment with the company or to the management of Sutherlands business.

Remote Work :

No

Employment Type :

Fulltime