Customer Experience Specialist - Colombia - SuperStaff

SuperStaff

Empresa verificada

Colombia

hace 1 semana

Publicado por:

Carolina González

beBee Recruiter

Descripción

We are looking for a Customer Experience Specialist to be responsible for receiving and responding to external and internal customer inquiries, issues and orders; resolving issues/problems.

Senior representative also serves as a training and information resource to Customer Experience Specialists.

Requirements:

Logs in phone on time as scheduled each day for a total of 7 hours, unless otherwise instructed.
Ensures that all communications with customers (external/internal) are courteous, cordial, businesslike and timely.
Accurately enters customer's orders via phone/fax for merchandise and small equipment, including direct and employee cash sales.
Effectively uses CRM; demonstrates knowledge and proper use of CRM; enters and records requests on all followups, new accounts, account changes, new item numbers, bulk plan changes, backorder cancellations; enters customer service notes.
Effectively researches products directly with vendors or through the Internet.
Efficiently sends information to customers upon request. product and services literature.
Efficiently contacts customers to obtain information to resolve complaints; researches nonstock refusals; Butler, Endo.
Efficiently monitors Prelude queues, i.e. AOH and suspended orders.
Utilizes the VOC Database effectively, adhering to the instructions as outlined in the VOC Guide.
Accurately enters credit card transactions while on the customer call or processes through Outsystems as required.
Completes BluChip redemptions and appropriately explains program to customers as needed.
Suggests upsell items, buy/gets and promotional items from Benco publications during every applicable call.
Makes productive use of "down time".
Effectively and consistently utilizes Sales misc. docs., CS misc. docs., FAQ's, CRM, and Benco Events databases for information.
Quality Monitoring.
Capable of training, leading, and mentoring new employees in a positive and productive manner.
Attends product training classes once per week or as scheduled.
Keeps management informed by providing accurate and timely information that ensures customers are served efficiently in meeting their expectations.
Follows through with customer requests regarding credits, billing issues, and call backs in a timely manner.
Accurately documents discussions with RM's, customers, and TR's in a timely manner; effectively utilizing the Activity List in Prelude to provide quality customer service.

Duties and Responsibilities with Percentages:

Conscientiously makes efforts to maintain the service level goal by closely watching Talkdesk dashboards, answering and expediting calls during heavy call flow, not making outgoing calls during

- heavy incoming calls, and checks and resolves voice mail at appropriate times.