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Customer Experience Specialist

hace 2 semanas

Colombia SuperStaff A tiempo completo

We are looking for a Customer Experience Specialist to be responsible for receiving and responding to external and internal customer inquiries, issues and orders; resolving issues/problems. Senior representative also serves as a training and information resource to Customer Experience Specialists.

**Requirements**:

- Logs in phone on time as scheduled each day for a total of 7 hours, unless otherwise instructed.
- Ensures that all communications with customers (external/internal) are courteous, cordial, business-like and timely.
- Accurately enters customer's orders via phone/fax for merchandise and small equipment, including direct and employee cash sales.
- Effectively uses CRM; demonstrates knowledge and proper use of CRM; enters and records requests on all follow-ups, new accounts, account changes, new item numbers, bulk plan changes, backorder cancellations; enters customer service notes.
- Effectively researches products directly with vendors or through the Internet.
- Efficiently sends information to customers upon request. -product and services literature.
- Efficiently contacts customers to obtain information to resolve complaints; researches non-stock refusals; Butler, Endo.
- Efficiently monitors Prelude queues, i.e. AOH and suspended orders.
- Utilizes the VOC Database effectively, adhering to the instructions as outlined in the VOC Guide.
- Accurately enters credit card transactions while on the customer call or processes through Outsystems as required.
- Completes BluChip redemptions and appropriately explains program to customers as needed.
- Suggests upsell items, buy/gets and promotional items from Benco publications during every applicable call.
- Makes productive use of “down time”.
- Effectively and consistently utilizes Sales misc. docs., CS misc. docs., FAQ's, CRM, and Benco Events databases for information.
- Quality Monitoring.
- Capable of training, leading, and mentoring new employees in a positive and productive manner.
- Attends product training classes once per week or as scheduled.
- Keeps management informed by providing accurate and timely information that ensures customers are served efficiently in meeting their expectations.
- Follows through with customer requests regarding credits, billing issues, and call backs in a timely manner.
- Accurately documents discussions with RM's, customers, and TR’s in a timely manner; effectively utilizing the Activity List in Prelude to provide quality customer service.

**Duties and Responsibilities with Percentages**:

- Conscientiously makes efforts to maintain the service level goal by closely watching Talkdesk dashboards, answering and expediting calls during heavy call flow, not making outgoing calls during
- heavy incoming calls, and checks and resolves voice mail at appropriate times.
- Effectively communicates with all departments using Outsystems.

**Benefits**:

- Indefinite-term Contract with Full Colombian Benefits.
- Colombia Residents Only