Customer Service Associate - US Process

Job Description

• Answer incoming calls and emails in an efficient manner
• Identify customer questions, concerns, and overall needs
• Provide accurate answers and solutions to customer queries
• Address customer complaints in a compassionate and patient manner
• Redirect customers to appropriate teams and/or departments as needed
• Help sales team generate leads, identify potential leads and forward to sales reps
• Check voicemail inboxes and return calls in a timely manner
• Develop professional relationships with ongoing customers through excellent customer service
• Follow-up with callers on complaint and/or question resolution status
• Collaborate with immediate team, other customer service teams, sales team, and other company departments to ensure overall customer and product satisfaction
• Meet or exceed call quotas and sales assist quotas, both personally and as a team unit
• Follow company communication procedures, policies, and guidelines at all times
• Perform each duty above with our customers’ satisfaction as the number one priority

Skills Required

Key Requirements

• Familiarity with CRM systems is preferred
• Excellent interpersonal communication skills, both verbal and written
• Fantastic phone skills, i.e. well-spoken, excellent active listening skills
• Ability to communicate and interact with all kinds of people (both externally with customers, and internally with company team members and other departments)
• Motivated, energetic, driven work ethic
• Time management skills
• Ability to multitask
• Organized
• Outgoing, friendly, compassionate personality
• Ability to meet and/or exceed both call and sales assist quotas