E&G Customer Support Specialist
4 days ago
We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world
E&G CUSTOMER SUPPORT SPECIALIST
As our new Customer Support Specialist, you will be joining a new team that aims to provide outstanding customer experiences to our SMB customers through ownership and accurate resolution of their enquiries via phone, electronic case and live chat.
Key to your success will be your ability to build relationships with various Vocus teams, adhere to processes with a big picture in mind, flex your problem-solving skills and be adaptable.
Main Task
Respond to incoming calls, chats and electronic cases from customers in accordance with defined KPI's
Raise Opportunities and Quote on Salesforce
Manage change requests utilizing our third-party platform
Investigate, coordinate, and resolve customer enquiries and complaints liaising with internal stakeholders where required
Maintain regular contact with the customer throughout the life cycle of their enquiry
Create and uphold positive relationships with both internal and external customers
Identify opportunities for improvement and feed back into the business
Update and maintain customer records using our CRM, Salesforce
Customer and departmental reporting including invoices copies / queries
Ascertain customer needs through effective questioning and active listening skills
Provide an exceptional customer experience in every interaction
Key Responsibilities
Other administrative/ad hoc duties as required by management
Ensure high level of efficiency and accuracy
Ensure all customers both internal and external have a positive experience
Provide clear and accurate information to all parties whilst maintaining the highest standard of customer service
Meet all required KPI's
Identify customer needs to deliver quality solutions
Manage both an individual workload and tasks allocated to the team
Write and respond to cases in an appropriate and professional manner
Meet Ad Hoc tasks in the required timeframe
Consistent follow-up with the Account Managers for all pending cases to achieve the best outcome for both the business and customer
Key Requirements
At least 2 years solid Telco background and/or B2B Sales experience
Service superstar with a proactive, positive and 'above and beyond' attitude
A true passion, drive, and energy for delivering customer service excellence both internally and externally
A strong sense of ownership and accountability
Excellent communication, interpersonal and negotiating skills
Ability to manage competing priorities and follow through on commitments
Ability to work both autonomously and within the group and Onshore team
Outside of the box thinker, get creative
Solid negotiation and conflict management skills
A high degree of organizational, analytical, and decision-making skills
Excellent administrative skills with high attention to detail
Team and customer focused
Intermediate computer skills
Proficient in MSO and/or Google Suite applications
Join the A-Team and experience the A-Life
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