Customer Service Representative
CAI , is a global IT Services Firm that is currently managing active engagements with over 100 Fortune 1000 companies and government agencies around the world. Specific CAI offerings include balanced outsourcing solutions, Legacy Support, Application Development, Knowledge Capture, Desktop Services and Managed Staffing Service. CAI requires pre-employment drug testing and background screening. CAI is an Equal Opportunity Employer. To learn more about CAI, please visit us at www.compaid.com Location: Newark, DE Full and Part Time Positions Available Customer Service/Client Support Representative Job Description: This position will be responsible for proactively engaging with Customers. They will be responsible for ensuring that the customers receive excellent customer service or help with their questions or concerns. This individual will interact with customers and other departments within the company to provide information in response to inquiries about accounts or services. This individual should have the ability to deal patiently with problems and complaints and to remain courteous when faced with difficult or irate customers. He/she needs to be able to work independently within specified time constraints. ESSENTIAL DUTIES AND RESPONSIBILITIES: Handle high volume of inbound calls and e-mail, to assist with a variety of customer inquiries and issues. Must be able to work in a fast-paced, often high-pressure environment, with proven ability to maintain composure in stressful situations and manage and diffuse angry or upset customers. Elicits and records customer information and inquiries. Demonstrates good oral and written communication skills, with ability to articulate relevant information and directions in an organized and concise manner. Provide customers with accurate account information in a fast pace environment. Facilitates interactions with customers in a way that is in accordance with the Company's service strategy. Establishes rapport and promotes effective relationships. Resolves customer complaints/concerns through active listening, empathy, and professionalism. Demonstrates ability to establish and maintain effective relationships with customers. Transfer calls to appropriate department or staff. Identify, research, and resolve customer’s issues through the database. Take payments, make suitable arrangements and offer options. Promptly recognize, document, and alert immediate supervisor of any out of the ordinary customer situations. Be familiar with PCI laws and requirements. Demonstrates awareness of company policies and procedures while applying sound judgment, when necessary. Must be able to wear telephone headset and manipulate objects such as pen, keyboard, and mouse. Achieves overall call center performance goals, while impacting the business goals of the organization. Consistently meets or exceed established goals and performance metrics. Regular, consistent and punctual attendance. Must be able to work variable schedule(s) Other duties and responsibilities as assigned. Shares successes and new ideas with team members in order to achieveboth individual and team goals.
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