Customer Services Adviser

Customer Services Job Description

We are a UK Fitness Brand looking to expand our business in new territories. We outsource all of our back office work to Lahore in. We expect European standards to the attention to detail, we want a highly motivated individual who can learn quickly and is not afraid to  adapt to new challenges, we want our candidate to be not be afraid of challenges, to take initiative, use logic and good common sense to solve problems in stead of asking the manager every 5 minutes on how to fix the issue.

If you work with us you will grow with us, we want to mold the successful candidate into a management roll. You will learn a lot about how the European and Western consumer markets think and spend money, this is a truly remarkable opportunity, to learn beyond what any school or university can teach, a real life opportunity to deal with customers from around the World and to provide them with a Wolrd class serive.

Customer Service Representative Job Description

You will be required to attract potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfil customer needs to ensure customer satisfaction, you will often be needed to answer repetitive customer questions which you must learn how to deal with and answer with speed and fluidity.

The job requires a high school diploma or equivalent and 0-3 years of experience in the field or in a related area. You must have knowledge of commonly-used concepts, practices and procedures of customer services. Rely on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision and pressure to respond to enquiries within certain time frame windows. Primary job functions do not typically require exercising independent judgment. Typically reports to a supervisor or manager. The target is to ensure excellent service standards and maintain high customer satisfaction.

Job functions:

• ·         Open and maintain customer accounts by recording account information
• ·         Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• ·         Maintain financial accounts by processing customer adjustments
• ·         Recommend potential products or services to management by collecting customer information and analyzing customer needs
• ·         Prepare product or service reports by collecting and analyzing customer information
• ·         Contribute to team effort by accomplishing related results as needed
• ·         Manage large amounts of incoming calls
• ·         Generate sales leads
• ·         Identify and assess customers’ needs to achieve satisfaction
• ·         Build sustainable relationships of trust through open and interactive communication
• ·         Provide accurate, valid and complete information by using the right methods/tools
• ·         Meet personal/team sales targets and call handling quotas
• ·         Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensureresolution
• ·         Keep records of customer interactions, process customer accounts and file documents
• ·         Follow communication procedures, guidelines and policies
• ·         Go the extra mile to engage customers
• ·         Resolve customer complaints via phone, email, mail or social media
• ·         Use telephones to reach out to customers and verify account information
• ·         Greet customers warmly and ascertain problem or reason for calling
• ·         Cancel or upgrade accounts
• ·         Assist with placement of orders, refunds, or exchanges
• ·         Advise on company information
• ·         Take payment information and other pertinent information such as addresses and phone numbers
• ·         Place or cancel orders
• ·         Answer questions about warranties or terms of sale
• ·         Act as the company gatekeeper
• ·         Suggest solutions when a product malfunctions
• ·         Handle product recalls
• ·         Handle re-delivery of products after recalls
• ·         Attempt to persuade customer to reconsider cancellation
• ·         Inform customer of deals and promotions
• ·         Sell products and services
• ·         Utilize computer technology to handle high call volumes
• ·         Work with customer service manager to ensure proper customer service is being delivered
• ·         Close out or open call records
• ·         Compile reports on overall customer satisfaction
• ·         Read from scripts
• ·         When answering frequently asked questions, save them and re-use when asked repetitively
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• ·         Handle changes in policies or renewals
• ·         Resolve customer complaints via phone, email, mail or social media
• ·         Follow protocols and procedures in return process and always maintain great continued relationship with all customers

Requirements:

• ·         Excellent English language both written and oral
• ·         Proven customer support experience
• ·         Track record of over-achieving quota
• ·         Strong phone contact handling skills and active listening
• ·         Familiar with CRM systems and practices
• ·         Customer orientation and ability to adapt/respond to different types of characters
• ·         Excellent communication and presentation skills
• ·         Ability to multi-task, prioritize and manage time effectively
• ·         High school diploma or equivalent; college degree preferred
• Customer service representative top skills & proficiencies:
• ·         English
• ·         Customer Service
• ·         Product Knowledge
• ·         Computer Skill: Excel, Word and ease of use of other software’s
• ·         Quality Focus
• ·         Market Knowledge
• ·         Documentation Skills
• ·         Listening Skills
• ·         Phone Skills
• ·         Resolving Conflict
• ·         Multitask
• ·         Patience
• ·         Negotiation
• ·         Positive Attitude
• ·         Attention to Detail
• ·         People Oriented
• ·         Analysis
• ·         Problem Solving
• ·         Organizational Skills
• ·         Adaptability
• ·         Ability to Work Under Pressure
• ·         Completing tasks