Engage with customers through multiple channels (email, phone, chat, portal), and work to answer questions and resolve inquiries.
Manage multiple customer interactions concurrently, including live chat, email, and case work, while maintaining high standards of accuracy and customer satisfaction.
Confidently answer general questions about the company, its offerings, and policies.
Collect customer information, product details, and identify the industry to route inquiries to the appropriate internal team.
Troubleshoot customer issues and escalate complex cases when necessary.
Represent the brand with clarity and consistency across all interactions.
Identify opportunities to educate customers and enhance their overall experience.
Coordinates and develops customer relationships by handling customer inquiries on such topics as myUL, file updates, etc., and opening cases, leads, or opportunities, supporting smooth communication between customers and UL departments.
Maintain detailed records of customer interactions using CRM tools (Oracle and Salesforce).
Collaborate with other departments to resolve customer concerns.
Provides support for non-technical customer requests, including questions/issues such as billing inquiries, product listings, general UL information, etc.
Meet or exceed performance metrics, including response time to customers, turnaround time for cases, and overall quality of work.
Maintain detailed case documentation and follow up with customers as needed.
Read and follow the Underwriters Laboratories Code of Conduct and follow all physical and digital security practices.
Performs other duties as directed.
Qualifications:
University Degree is a must.
Minimum 1 - 3 years of experience in customer service or the contact center industry, preferably in a high-volume customer service environment.
Experience interfacing with global customers.
Exceptional customer focus with strong attention to detail, relationship-building skills, and a do whatever it takes attitude.
Experience working to solve problems effectively.
Strong communication skills, both written and verbal.
Fluent English is essential and additional languages beneficial (e.g. German, French, Spanish, Japanese, Chinese)
