Contact Center Representative

Experience

• Previous Customer Service Experience:

  5 plus years of experience in any customer-facing role, particularly in a contact center environment, is highly valued.

• Experience in a B2C (Business to Consumer) Setting:

  Familiarity with handling consumer inquiries, even if theyre not technical in nature, would be an asset.

Communication Skills:

• Fluent English Proficiency:

  As the role supports U.S. consumers, fluency in English is essential. This includes clear verbal communication, proper pronunciation, and professional tone.

• Excellent Verbal and Written Communication:

  Ability to communicate clearly and effectively both over the phone and in writing. This is crucial for maintaining a positive customer experience and resolving issues.

• Active Listening:

  Good listening skills are important to understand the customer's concerns and guide them appropriately through non-technical solutions.

• Cultural Sensitivity:

  Understanding of U.S. communication styles, expectations, and cultural differences to ensure smooth and effective interactions

Shift Assignment:

• Ability to Work U.S. Hours:

  Supporting U.S. consumers, the role requires working in shifts that align with U.S. time zones, 8:00AM-6:00PM CST.

Customer Service Skills:

• Strong Customer Focus:

  Ability to empathize with customers, address their concerns, and deliver excellent customer experience, even if the issue cannot be fully resolved in the first interaction.

• Patience and Professionalism:

  Ability to remain calm and professional in all situations, especially when dealing with frustrated or upset consumers.

• Clear Problem Solving:

  Ability to provide basic support (e.g., assisting with product inquiries, warranty coverage, registration of products, locate documents) or direct the customer to the appropriate online resources.

• De-escalation Skills:

  Ability to manage challenging situations and de-escalate conflicts, ensuring that the consumer feels heard, and their concerns are addressed.

• Problem-Solving Abilities:

  A strong ability to analyze issues and provide clear and accurate solutions. Even though its a first-tier role, the ability to handle basic concerns and escalate when necessary is crucial.

• Call Handling Skills:

  Efficient in managing call flow, multitasking (e.g., using CRM tools while talking to customers), and maintaining professionalism in every interaction.

• Conflict Resolution:

  Ability to de-escalate situations with upset or frustrated consumers and provide satisfactory resolutions.