Chat/Phone Support Specialist

Emploi pas sur LinkedIn

🕒 il y a 24 jours

🐊 Florida – Distant

🐊 Florida – Remote

⏰ Temps Plein

🟢 Junior

🟡 Intermédiaire

💝 Support Client

🚫👨‍🎓 Aucun diplôme requis

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Inktel Marketing

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1 - 10 employés

🤝 B2B

🏢 Entreprise

B2B • Enterprise

Inktel Marketing est un fournisseur de solutions d'impartition des processus commerciaux (BPO) et de centres de contact qui offre un support client multicanal par téléphone, SMS, chat, e-mail et réseaux sociaux. L'entreprise combine une culture centrée sur l'humain, une formation ciblée, un coaching et des solutions logicielles axées sur la technologie pour gérer l'expérience client, le support e-commerce et des programmes spécifiques à l'industrie pour des clients dans le commerce de détail, l'éducation, le gouvernement, la santé et les biens de consommation emballés. Inktel se positionne comme un partenaire qui augmente les opérations, améliore le NPS et intègre des services logiciels et d'IA pour optimiser les résultats du service client.

Description

• Customer Support Specialists should stay informed about product specifications and the ability to maintain a positive demeanor and patience with customers • Demonstrate high standards for quality service • Work in tandem with the quality and training team to self-manage performance expectations • Maintain an open communication line with Team Lead/Quality Advocate/the Trainer and the manager for support and personal development • Maintain business acumen, courtesy and professionalism when dealing with all client contacts • Utilize existing email communication templates for client interactions housed in the Call Center Knowledge Base • Maintains proprietary call center database (CSC) by entering information accurately and fully documenting all client interactions appropriately • Be punctual to work and adhere to all schedules and deadlines both scheduled and special projects • Strict adherence to key performance indicators (KPI) as set by management. Strive to exceed key performance indicators (KPI) and quality goals as outlined by management

🎯 Exigences

• High school diploma or equivalent • 1-2 years Call Center Experience preferably in a live chat environment • Retail sales experience, preferably in an ecommerce environment • Excellent Data Entry skills/- 45-55 wpm minimum • Must be computer literate and internet savvy • Experience in windows-based applications, specifically client relationship management tools preferred (e.g. Salesforce) • Experienced in handling multiple chats at any given time • Exceptional written communication skills; and high-quality standard in grammar, punctuation and written business acumen • Professional, upbeat and engaging written communication • Excellent oral communication skills: clear diction, tone and use of proper grammar • Ability to deliver quality customer service in a high-volume environment • Ability to develop relationships with clients, even in difficult situations • Ability to advise and counsel customers in a quick and efficient manner • Ability to multitask by reading, typing, and navigating through applications while speaking with customers • Empathetic and active listening • Positive outlook and enthusiastic attitude • Conscientious team player • Must be flexible and be ready to work in a dynamic shift environment- weekends and evening shifts may be required • Dependable, a history of good attendance and punctuality is essential • Proven track record of ALL of the following STRIVE values: [S]ervice [T]enacity [R]esponsibility [I]ntegrity [V]ersatility [E]ntrepreneurship

🏖️ Avantages

• medical • dental • short/long term disability • life insurance • personal time off • educational assistance • 401K plan