Customer Services Representative
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Job Description
Our vision is to create a fully autonomous billing platform. By automating every facet of billing and backoffice financial processes were building a company designed to last 100 yearsanchored in impact and purpose. Pelcro processed over a quarter of a BILLION dollars in cumulative gross merchandise value and our goal is to reach 1 TRILLION.
Check out this video by our CEO: 19 of global payments occur online and only 14 of retail sales are digital. This presents vast opportunities especially with the rise of AI LLMs Instant Payments and crypto. Join us to seize this potential and grow together.
We are seeking individuals who align with Pelcros vision and valuesstrong communicators with high integrity who remain disciplined through both good and challenging days. We cultivate a culture of openmindedness encourage curiosity and consistently practice gratitude.
We prioritize investing in our culture creating countless memories through team activities like field trips gokarting skeet shooting buggies horse riding and more. Discover more about our vibrant culture on our careers page.
Job Description
- Customer Care Representative to handle requests from Canadian and American customers via email calls and chat.
- Utilizing appropriate questions to identify customers needs clarify information investigate every issue and offer solutions.
- Building rapport to foster lasting relationships and actively engage customers by going the extra mile.
- Regularly participating in educational seminars to enhance knowledge and performance.
- Achieving personal/team qualitative and quantitative targets.
Job Requirements
- Fluency in English at a B2 level is required.
- Previous customer service experience of 13 years especially with companies like Vodafone and Teleperformance is highly valued.
- Strong phone and verbal communication skills coupled with active listening abilities.
- Capable of multitasking prioritizing tasks and managing time efficiently.
- Effective teamwork skills collaborating easily and efficiently with colleagues.
- Provide outstanding service via phone calls emails and chats both as a receiver and caller and follows up on unresolved customer inquiries and complaints to ensure complete customer satisfaction.
- Answer inbound calls and respond to customer requests to ensure customer satisfaction.
- Delivers quality efficient and nonjudgmental telephone customer service to both internal and external customers.
- Maintains the agreedupon average handling time and service level agreements.
- Utilizes questioning troubleshooting and listening skills to support effective telephone communication and resolve customer problems and complaints.
- Builds customer interest in the services and products offered by the company and offers to crosssell and/or upselling the companys solutions products & services whenever possible.
- Updates the existing database with changes and the status of each customer/prospective customer whenever required and completes call logs and reports so that we have a valid reference and database for our customers to ensure proper planning & to guarantee making the right decisions.
- Alerts the appropriate personnel when issues or problems arise for immediate action.
- Maintains the required knowledge level of the companys products services & solutions and sticks to the agreed formal information sources to ensure delivering full and accurate information to the customer.
- Follows the agreed on guidelines policies processes & procedures to ensure maintaining the customers data confidentiality.
- Performs the necessary & right action on systems and tools in order to fulfill the customer request properly and maintain the companys financial position.
- Recommends process improvements to facilitate Customer care work and delight the customers.
NicetoHave While not mandatory the following skills could be advantageous:
- Familiarity with relevant technologies and tools used in the industry.
- An enthusiasm for learning and staying updated with industry trends.
BenefitsWe offer a competitive compensation package a collaborative and supportive work environment and opportunities for skill growth and continuous learning.
To apply please submit your resume and a cover letter that highlights your relevant experience and demonstrates why youre an ideal fit for this role. We look forward to reviewing your application!
Required Experience:
Unclear Seniority
Employment Type
Contract
