Support card holder’s needs on a variety of products via inbound phone calls. Responsibilities include assisting with complaints, orders, errors, account questions, billing, cancellations, and other queries based on customer and client need.
Position Responsibilities:
- Respond to incoming Customer requests quickly, proficiently, and professionally while meeting specific quality expectations.
- Actively listen and probe to figure out nature of and determine the appropriate action(s) to complete the call.
- Multi-task across several computer programs to respond to Customer queries.
- Utilize all tools to properly support, action and document all related questions and needs.
- Accurately update and maintain cardholder data in appropriate databases.
- Collaborate with peers to help cardholders; provide thought-leadership; and inspire both Customers and peers in a diverse business environment.
- De-escalate situations involving dissatisfied customers where needed and offer the necessary assistance and support
- Meet and exceed company and client success metrics
- Maintain current knowledge of client products and services through on-going classroom and computer-based training
- Perform additional tasks as directed
Requirements and Qualifications:
To ensure success, the Customer Support Representative must be dependable and possess effective communication skills. The aspirant must have demonstrated the skills listed below in their professional career.
Essential skills and experience:
- High School diploma or equivalency required.
- Customer service experience required.
- Prior experience in contact center, financial industry or ecommerce environments is strongly preferred.
- Demonstrated dedication to quality and Customer service based on the Customer’s needs.
Additional requirements:
- Must have punctual, regular, and consistent attendance.
- Excellent verbal and written communications, interpersonal skills, customer orientation, team interaction, problem solving, and multi-tasking skills required.
- Computer experience within Windows environment as well as ability to navigate the internet, utilize computer shortcut functions, and navigate through multiple program platforms.
- Flexibility to work specified shift and extended hours as necessary.