English Customer Service

وصف الوظيفة


Advisor I, Blended Support position interfaces with customers via inbound calls/chats/emails, outbound calls/chats/emails, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's products or services.

In this role, you'll:

  • Be the friendly voice of major retail brands, providing exceptional service across phone, email, and chat. Think about resolving product inquiries, processing orders, and offering helpful advice.
  • Become a product pro, mastering the ins and outs of the latest trends.
  • Transform shopping woes into shopping wows! Handle returns, exchanges, and troubleshoot issues with patience and a can-do attitude.
  • Go the extra mile to build lasting relationships with customers. Offer personalized recommendations, answer questions with a smile, and make every interaction a positive experience.
  • Contribute to a dynamic and supportive team environment, collaborating with colleagues to achieve shared goals. You'll be part of a retail family that's always there for each other.

Essential Functions/Core Responsibilities:

  • Ensure service delivered to our customers meets contractual Key Performance Indicators (‘KPIs’)
  • Clarify customer requirements; probe for understanding and use decision-support tools and resources to appropriately provide resolution to the customer.
  • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing the opportunity to build rapport with the customer.
  • Greet customers in a courteous, friendly, and professional manner using agreed-upon procedures.
  • Maintain basic knowledge of client products and/or services.
  • Prepare complete and accurate work including appropriately notating accounts as required.
  • Participate in activities designed to improve customer satisfaction and business performance.
  • Offer additional products and/or services.

Candidate Profile:

  • A minimum high school diploma with 3 to 6 months of relevant experience is preferred.
  • Excellent communication, interpersonal, and negotiation skills. Thrive in a fast-paced environment and build rapport with diverse audiences.
  • Ability to fluently communicate in the required language of support, both written and verbally.
  • Ability to multi-task, prioritize effectively, be flexible and adaptable to changes, and meet deadlines consistently.
  • Basic computer navigation skills and PC Knowledge.
  • Ability to work as a team member, as well as independently.
  • Dependable with proficient attention to detail.
  • Demonstrate patience in all customer contact situations, including maintaining a pleasant and professional tone and manner.
  • Able to rotate shifts, as needed.
  • Strong problem-solving and analytical abilities. Can quickly assess situations, identify root causes, and develop effective solutions.
  • Courteous with a customer-centric mindset. Passionate about exceeding expectations and delivering exceptional service.