Customer Care Inbound Voice Associate

Shift: US Night Shifts

Process: Inbound voice process

Key Responsibilities:

The position will play an integral part in the companys growth initiatives including but not limited to:

Handle inbound calls from customers regarding products services and orders.

Provide accurate and timely information to customers addressing their questions and concerns effectively.

Assist customers with order placement order status inquiries returns exchanges and other related requests.

Troubleshoot customer issues and complaints working to find appropriate and satisfactory resolutions.

Document all customer interactions accurately and completely in the companys systems.

Escalate complex or unresolved issues to the appropriate team or supervisor.

Maintain a positive and empathetic attitude while interacting with customers even in challenging situations.

Adhere to company policies procedures and service level agreements (SLAs).

Participate in training sessions and team meetings to stay updated on product knowledge system updates and customer service best practices.

Meet or exceed key performance indicators (KPIs) related to call handling customer satisfaction and quality.

Minimum Requirements:

0 to 3 years of experience in a customer service environment with International Call handling experience.

Bachelors degree in any discipline.

Advanced verbal and/or written communication skills with ability to provide exceptional customer service and de-escalate the customer as needed.