Customer Service Representative (Technical)

Customer Service
Hanover
May 3, 2021
Full Time

Job Overview

  • Date Posted
    May 3, 2021
  • Location
    Hanover
  • Expiration date
    May 5, 2026
  • Experience
    2 Year
  • Gender
    Male
  • Qualification
    Certificate
  • Career Level
    Student

Job Description

The Customer Service Representative is responsible for providing exceptional service to every customer and will respond to calls about HVAC systems, septic tanks, duct work etc. by telephone, email and live chat customer inquiries in an efficient, professional and friendly manner as required by the client. Flexibility to work any shift assigned Monday – Sunday between the hours of 6am and 10pm is a requirement.

Key Responsibilities

  • Respond to and resolve inbound phone inquiries from customers in a professional and timely fashion.
  • Manage large amount of incoming calls on a daily basis
  • Convert leads into potential sales opportunities and close accordingly
  • Navigates computerized system to update customer management systems (“CMS”) database as needed.
  • Reply to emails received by customers when necessary to achieve issue resolution.
  • If requested by the customers a follow-up call is conducted in order to achieve issue resolution in accordance with client standards.
  • Evaluated need for call escalation and forwards unresolved complaints to Team Leader for resolution or more detailed information.

Skill & Experience

  • Computers: Basic knowledge of internet (tools & applications) and Windows (desktop/mobile), ability to navigate multiple applications.
  • Typing/Keyboard Skills: 25wpm with  100% accuracy.
  • Good Verbal and Written Communication Skill: Ability to speak English clearly and type grammatically correct sentences, articulate thought processes effectively, listens intently and comprehends accurately, has smooth flow of speech. Accent neutralisation a must. Should be able to enunciate and pronounce words clearly.
  • Exceptional customer service and sales skills: patient, good listener, polite, courteous, attentive and genuine. Conflict Resolution skills and willingness to take responsibility: must have the ability to be the customer advocate internally and resolve issues affecting the customer’s ability to receive the service expected. Need to understand internal systems, escalate issues to appropriate people and follow up until issue resolution.
  • Able to identify revenue opportunities and engage with the customer to upsell or inform customer of available products and services
  • Must be able to overcome rebuttals in a professional and effective manner
  • Has a high stress tolerance and resilience to conflict
  • Highly motivated and energetic, and able to thrive in a fast-paced environment.
  • Ability to work as a team player
  • Analytical & Logical Abilities: Ability to break down customers’ issue and identify the reason/purpose of call. Identifies trends, is able to visualize consequences and suggests solutions.

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