Detalii loc de munca
Company overview Our client is a leader in providing platforms, people and services to support high-value interactions at every stage of the customer lifecycle. They work with some of the world's leading companies, providing sales; marketing services, print and fulfillment, customer and technical support that help grow their business and increase customer satisfaction. With locations in Asia, Europe, Latin America, and the US and supporting over 31 languages, they give their clients the global reach essential for business success. Responsibilities: • Deals with customer contact via email and telephone in an empathetic, calm, friendly, responsive and efficient manner. • Proactively demonstrates and provides focused reassurance to customers. • Is constantly alert and conscious of the customer’s needs. • Makes customers feel confident that their needs are being met. • Focuses on the customer to ensure that full ownership is assumed and provided during every customer interaction. • Ensures that the highest levels of quality, Customer satisfaction and honesty are maintained through adherence to agreed processes and Service Level Agreements. • Adheres to stringent protocols with dealing with Payment Services • Proactively seeks ways to improve both own and the teams standards of customer service delivery • Proactively keeping up to date on all new procedures, systems and information by being attentive to and acting upon information advised. • Actively engages in your approach to ongoing learning to ensure sufficient knowledge to excel in the role • Being an ambassador for the brand. • An additional aspect of this role will be to provide online customer service for a leading group of fashion retailers. This will entail providing email-based support. You will be the face of the brand, representing the values and reputation of our client in order to successfully resolve customer enquiries in an accurate and efficient manner. The ability to effectively communicate with a wide variety of customers in a friendly and courteous manner is a must for this role in order to foster a positive relationship between our client and their customers and add value to every interaction.
Essential Criteria: •Fluency in written and spoken English • Working with others - Demonstrates experience of working in a team based environment supporting the team in achieving the highest quality standards and takes an active role in generating team morale • Effective Communication – Conveys information concisely and effectively. Excellent communication skills both verbal and written • Resilience - Demonstrates resilience and ability to work on own initiative • Responsibility for Results - Demonstrates ownership and accountability to achieve targets. •Problem Solving - Demonstrates problem solving and shares best practice with the overall customer experience, focusing on customer engagement • Planning & Organising - Ability to multi-task.