Customer Service Representative - Omnichannel

Job overview
The position of Customer Care Representative – Omnichannel, delivers effortless, personalized and profitable customer experiences in a contact centre environment using various inbound interaction types.

Main Responsibilities

• Answers inbound sales and service customer calls and emails to process orders, troubleshoot issues, complete returns, collaborate with vendors to source products, make product recommendations and provide general web support with a focus on increasing sales through upselling.
• Responsible for proficiency in required company processes and applications relevant to the Customer Care Omnichannel role.
• Effectively manages customer interactions including inbound calls and email communications.
• Utilizes various systems on the company website and collaborate with other departments to identify and address the customers stated and unstated product & service needs.
• Provides effortless customer experiences regardless of the chosen modality related to products, services and pricing.
• Troubleshoots and resolves customer issues & concerns (including but not limited to billing, credits, returns, payments, sourcing, pricing, availability, product recommendations & account related questions) using the most efficient and cost-effective resources and processes.
• Delivers customer service in accordance with the company quality standards to ensure customer satisfaction, account retention and revenue growth.
• Consistently expand sales, service and product knowledge using the company’s training offerings. Adopts and exhibits the company Culture to ensure the fulfilment of the company’s vision and purpose.
• Communicates customer issues and trends to leadership to ensure timely resolution and improvements in the customer overall experience.
• Achieves the goal expectations of the role, including but not limited to quality, sales, quote conversion, upselling & productivity measurements.
• Conducts extensive follow-up through the utilization of a ticket management system to ensure accuracy and timely resolution to customer inquiries.

Skills:

• Excellent customer service skills required.
• Demonstrated sales skills desired.
• Proficiency in systems used by the Representative, Customer Care - Omnichannel role.
• Excellent communication skills required including the ability to speak and write standard business English required.
• Excellent English speaking.
• Customer Focus.
• Decision Quality.
• Drives Collaboration
• Communicates Effectively
• Instils Trust
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Minimum Education Requirements
Grade 12

Minimum Work Experience Requirements:
Minimum of 2 years’ sales experience