Customer Experience Associate
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Intouch Contact Centers is one of the industry's fastest growing companies and we are
expanding our team! We are currently accepting applications for Customer Experience Associate to
work with our new client.
We're Looking For People Who…
● Have passion for customer service
● Have excellent communication skills
● Like working with people and in teams
● Enjoy technology and social media
● Thrive in a dynamic environment
● Are willing to work parttime
on evenings and weekends as scheduled
YOU WILL:
● Receive and respond to inbound calls gather and verify required information
● Actively listen to the customer, taking their request for product or services.
● Develop/present customer service solutions and/or suggest additional items, cross sell, up sell
● Provide information to the customer and place appropriate notes in system indicating exactly
what action was taken or needs to be taken
● Ensure proper security procedures are followed on all ecommerce
customer interactions
● Maintain thorough knowledge of systems so that information can be researched and proper
information is given to customer
● Learn and retain a thorough working knowledge of all existing and new products and services
● Ability to effectively question Customers to obtain information needed to process requests
● Compose thoughtful and accurate messages or customize prepared responses to customer
emails
● Shares information with others to raise awareness of potential needs and concerns
● Keeps interaction positive and productive; avoids conveying negative messages
● Responds positively to conflict situations and works to find appropriate solutions
● Proactively looks for ways to improve the customer experience and takes initiative to make
changes as needed
YOU HAVE:
● Minimum 5 CSEC passes including grade 1 or 2 in English A
● At least oneyear customer service experience would be as asset (preferring more than 1
channel of support email, SMS Text, chat, phone)
● Well above averagetoexcellent written communication skills
● Ability to review purposefully and to use information provided by customers to tailor
responses and actions to meet specific needs
● Experience using social media (e.g., Twitter, Facebook, Instagram) regularly
● Ability to make difference in the customer experience by personalizing the contact to exceed
expectations, including in urgent situations
● Be a first point of contact to handle and resolve customer concerns
● Creates a strong first impression by greeting each customer with a spirited, positive attitude
● Detail oriented
● Strong personal computer usage and Internet proficiency skills
● Ability to work a variety of shifts including days, afternoons, evenings, weekends and holidays
● Ability to type 30-40 wpm minimum with accuracy
● Must successfully pass a background check if required.
● Ability to effectively interact with employees at all levels of the organization and work with a
variety of people from diverse backgrounds