Customer Support Specialist

Interview mode: Online/F2f (depends on the candidate current location)

Shift allowances: Provided if working in rotational shifts

KPI Incentives provided

Job Description :-

Customer Service Associate is a critical part of our mission to deliver timely accurate and professional customer service to all customers. This vital position requires an action-oriented flexible problem-solver who will assist customers in expediting orders and correcting post-sales problems. Associates communicate with customers primarily through mail chat and phone and utilize a variety of software tools to navigate customer accounts research and review policies and communicate effective solutions in a fun and fast-paced environment.

Knowledge and Skills Required

Communication Skills:

• Excellent communication skills (written and verbal)
• Ability to communicate correctly and clearly with all customers
• Excellent documentation skills
• Good comprehension skills ability to clearly understand and state the issues customers present
• Ability to concentrate follow customers issues without distraction to resolution
• Good composition skills ability to compose a grammatically correct concise and accurate written response
• Work successfully in a team environment as well as independently

Computer Knowledge/Skills:

• Ability to use a desktop computer system
• Familiarity with Windows XP Microsoft Outlook Microsoft Word and Internet Explorer
• Excellent typing skills
• Demonstrates understanding of the Internet website and competitor websites
• Demonstrates an ability to successfully navigate websites
• Demonstrates a proficient knowledge of email applications
• Demonstrates an ability to learn in various media
• Ability to successfully adapt to changes in the work environment

Customer Focus:

• Excellent customer service skills including maintaining focus on the customer issue in a fast-paced environment
• Ability to empathize with and prioritize customer needs
• Demonstrates interpersonal skills with a diverse customer base
• Demonstrates conflict resolution negotiation and de-escalation skills
• Demonstrates ownership to resolve challenging customer issues escalating when necessary
• Ability to determine customer needs and provide appropriate solutions
• Maintain regular and reliable attendance including the daily schedule as assigned
• Flexible with the working schedule; may be expected to work weekends holidays and events
• Ability to work overtime as required by business - as much as 60 hours a week most often occurring in the weeks surrounding the Christmas holiday season

Problem Solving Skills:

• Effective problem solving skills including decision-making time management and immediate prioritization of tasks as assigned
• Ability to approach problems logically and rationally
• Action oriented and self-disciplined
• Organized and detail-oriented
• Ability to quickly and effectively prioritize work time in various departments to meet business need
• Ability to maintain composure in highly escalated situations
• Qualified candidates will be comfortable in a multi-tasking high-energy environment. They will be creative and analytical problem solvers with a passion for excellent customer service.

Benefits:

• Medical benefits up to 80K USD (for each individual) for self spouse & children (if any).
• Optical benefit up to 120 USD (for each individual) for self spouse & children Claimable after completion of 1 year for permanent/converted employee only.
• Dental up to 500 USD (for each individual) for self spouse & children Claimable after completion of 1 year for permanent/converted employee only.
• Annual Leave 10 days for first 2 years 12 days after completion of 2 years (prorated).
• Medical Leave as per Labor law - 14 days.
• Bereavement leave 3 working days in an event of death in the immediate family (Spouse Children parents).
• Maternity Leave for 60 consecutive days for female associate. To start not earlier than 30 days from the expected due date or post the due date.