Customer Service Representative (Night Shift)

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Responsibilities:
Working in the contact center environment, the CSR (Customer Service Representative) upholds three key pillars of Customer Care: world-class customer service, retentions, and risk mitigation. Key daily tasks include:

·         Responding to calls, chats and emails to serve customers and fulfill requests such as renewals and cancellations

·         Investigating the root cause of billing issues to provide cardholders with accurate information in resolving their billing inquiries

·         Offer customers money saving options in satisfying their requests through alternative solutions with the objective of retaining the customer

·         Upselling existing members to maximize value through the extension of memberships and/or introducing alternative products

·         Highlighting the value of the product to turn a cancellation into a retention

·         Handling multiple simultaneous interactions to ensure all customers are responded to within established targets

·         Refunding responsibly to prevent chargebacks and mitigate risk

·         Ensuring all customers are satisfied to increase customer loyalty

·         Logging accurate notes to provide a link between the customers and the product teams

Requirements:

·         Proven ability to deliver exceptional customer service in a fast-paced environment

·         Creative and passionate for sales; Aptitude for retentions and upselling

·         Proficient with computers and web browsers; capable of multi-tasking across multiple systems

·         Ability to identify and solve problems independently; focuses and guides self in accomplishing work objectives

·         Maintains effectiveness when experiencing major changes in work tasks and work environment

·         Fluent in English (written and spoken); strong communication soft-skills;, Spanish, German, Italian would be considered an asset

·         Call center experience an asset, but not required

·         Exemplary attendance and punctuality required

·         Flexibility in schedule

Working hours:
15:00 – 23:00 (first for months)

23:00 – 19:00 (after the 4 months)

Compensation Package: Competitive remuneration package including annual bonus plan and benefits package will be offered to the successful candidates according to qualifications and experience.

All applications will be treated In the strictest confidence.
Only C.V. with the above requirements and sent in WORD format will be considered.

Please send your Curriculum Vitae by to: apply@connectionscy.com
Please mark the subject field:  “CSR"