Telemarketer / Customer Service Relations Officer

job summary

Reporting to Customer Service Manager the Customer Service Relations Officer is responsible for providing an high quality and efficient customer service to prospects and customers through different channels (phone email sms chat ) both inbound and outbound in order to improve sales results for the Business.
The role will also manage all organizational aspects understanding needs (customers/Company) and applying qualitative standards of product/service stimulating development of the relationship

key purpose of the role

Provides properly effectively and timely answers to prospects and customers through the different active channels (inbound calls chat email ..) tracking and monitoring activities and results
Act proactively in order to minimize information and tools gaps with the aim of improving the service offered
Find effective solutions in managing a complaint or disservice demonstrating the value of the Company
Create a climate of trust to retain customer loyalty
Run outbound campaigns (mainly through phone calls and emails/sms) to push sales results
Adopt and comply to the Company standards and procedures
Follow direction suggestions and communication from the team leader in order to maximize service efficiency and sales results
Contribute to create and maintain a high-quality work environment so all team members are motivated to perform at their highest level

education & skills

Language capabilities:

• 3 Officers: fluency in english (french is a strong plus); at least one with good french (able to backup for emergency or residual cases the french speaking officer)
• 1 Officer : fluency in French and english (italian is a strong plus)
• Any officer: able to speak in spanish or portoguese is a strong plus

At least 3 year of experience in customer service (phone channel inbound and outbound mandatory)
Analytical capabilities potential
Strong communication and listening capabilities
Strong sales and problem solving approach
Strong teamworking approach
Able to work under pressure
Good knowledge of excel and power point and CRM tools (Salesforce experience is a plus)
Available to work on shifts (Monday to Friday opening hours between 8am and 8 pm)