he role of the Customer Service Associate (CSA) - Non Voice, will be responsible for:-
- Having daily interactions with the customer to handle issues from end to end via chat and Email
- Going the extra mile to engage customers in solving issues and ensuring satisfaction
- Quickly and effectively building rapport with customers while diagnosing and resolving issues
- Providing white glove service and having the ability to provide an overall excellent customer experience • Managing customer expectations regarding estimated response times.
Requirements:-
- An obligation to deliver exceptional customer service
- Receive inbound calls to gather and verify required information and do utmost within their power to solve customer problems • Have excellent judgment skills to be able to properly evaluate situations and immediately by providing effective solutions
- Ability to learn new skills and quickly absorb and interpret new information, products, and
- features from the perspective of the customer
- Actively listen to the customer, and show empathy and patience
• Provide information to the client and place appropriate notes in system indicating exactly what action was taken or needs to be taken
- Ensure policies and procedures are followed on all calls
- Maintain thorough knowledge of systems so that information can be researched and proper information is given to customer
- Learn and retain a thorough working knowledge of all existing and new process and procedures • Achieve assigned Key Performance Indicators e.g. Chat Quality, CSAT & DSAT • Attend Team Meetings/additional training sessions as scheduled • Performs other duties as assigned.
Educational/Work Experience and Requirements:-
- Must successfully pass a background check
- High school diploma or equivalent required
- Post secondary degree is a plus
- Must have at least six months customer service experience or equivalent
Benefits:-
- An attractive compensation package with performance-based incentives
- Incredible learning and growth opportunities
- Outstanding rewards and recognition program & employee engagement activities
- Free Food and Transport while working on-site
- Medical Insurance
