Customer Support Tier I
3 days ago
Role Title:
Customer Support Tier I
ECLARO:
A quick Summary
ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose: providing the Right People to meet every client's needs and solve business challenges through strategic staffing, permanent placement, custom outsourcing & offshoring. Utilizing our proprietary TRINIT-E Service Maturity Model, we help clients implement programs to promote innovation, automation and process improvement.
Main Job Tasks and Responsibilities:
• Provide great customer experiences while dealing directly with customers by chat or email
• Respond promptly to customer inquiries
• Handle and resolve customer complaints with empathy and care
• Obtain and evaluate all relevant information to handle product and service inquiries
• Assess customer needs and properly escalate challenging cases
• Quickly review content of cases and ensure they are routed to the proper queues
Qualifications and Requirements:
• Experience working with both Salesforce or review sites' process is a plus
• Experience working within a BPO in customer service roles in the E-commerce space
• Proven success in working in a queue-based system
• Ability to function independently and collaboratively in a team
• Strong communicator in both written and spoken English
• Critical thinker with the ability to creatively problem solve
• Able to balance competing priorities with strong time management skills
• Motivated, passionate and coachable team member
• Organized and detail-oriented representative
• Possesses strong emotional intelligence
• Accountable to hit individual goals and complete work on time
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