Customer Service Specialist

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POSITION PURPOSE: Providing great customer experience to our customers by keeping them engaged, responding to their interactions in a timely manner and ensuring that their issues are resolved. Each Agent is responsible for having dynamic conversations that assist the customer with their billing and service queries. They are responsible for providing the customers with accurate information on their accounts, logging reports on outages, emergencies and site visits. Candidates will also be required to meet monthly and weekly metrics to include Quality and AHT.

ESSENTIAL FUNCTIONS: 

• Provides timely and accurate information on incoming/outgoing interactions
• Works closely with mentors, team leaders and management team to provide quality conversations to our customers and represent our clients in an effective and efficient manner.
• Provides timely feedback to the company regarding any concerns.
• Partners with management team to meet and exceed customer’s service expectations.
• Regular on-site attendance; strict adherence to the Attendance Policy.

COMPETENCIES:

• Great Verbal and Written Communication.
• Interpersonal Skills.
• Multi-tasking. 
• Adaptability/Flexibility.
• Consistency/Reliability.
• Attention to Detail.
• Must articulate well
• Must be able to type 30 WPM

QUALIFICATIONS:

• 5 CXC to include English and a numerical subject
• Background in billing or accounting is an asset.
• Full Flexibility to work late or overnight shifts + weekends and public holidays
• Exception: 3 CXC minimum with previous BPO experience.
• Must be experienced at navigating website pages and quickly identifying information
• Must have effective written and oral communication skills
• Ability to multi-task and prioritize quickly
• Detail oriented and customer-focused
• Possess critical thinking skills
• Adaptable
• Career oriented and professional
• Prior BPO/or Customer Service Associate is a plus