JOB SUMMARY

The Customer Service Professional - SME will be responsible for delivering superior enterprise customer service in a prompt, respectful and courteous manner, to ensure all customers’ requests or concerns raised through our multi-channel Contact Centre are resolved with the highest level of quality. The Customer Service Professional - SME will also offer alternative solutions where appropriate with the objective of retaining customer's business and increasing revenue.

MAIN RESPONSIBILITIES

• Delight corporate customers daily in keeping with Amplia’s Customer Service Philosophy.
• Deliver prompt and professional solutions for customer inquiries via phone, email, online chat and in person.
• Maintain broad knowledge of all TSTT’s and Amplia’s products, services and promotions.
• Provide thorough and accurate updates in our CRM tool for each contact made or received.
• Upsell and cross-sell products and services to customers when appropriate.
• Upgrade and downgrade services accurately in our CRM tool.
• Maintain procedures and processes for first level problem determination. 
• Schedule disconnection and equipment recovery when appropriate.
• Provide complete, accurate and timely updates and reports to the supervisor as needed.
• Follow-up in a timely manner to ensure customer satisfaction.
• Provide quick and effective communication of customer issues to superiors.
• Guide customer through use of all products and services.
• Transfer customer calls to appropriate staff/departments i.e. Technical, Sales etc.
• Identify, research, and resolve customer issues using the system applications
• Follow-up on customer enquires if not immediately resolved.
• Research billing issues.
• Negotiate payment arrangements with corporate customers as guided.
• Research and rectify misapplied payments.
• Recognize, document and alert the supervisor of trends in customer calls.
• Recommend process improvements.
• Maintain a standard of performance in line with Amplia’s standards.
• Deliver in a manner which maintains a pleasant ambience and positive work environment.
• Advertise prices, services, and special promotions to existing and potential customers.
• Perform any other job duties and responsibilities as assigned.

REQUIREMENTS

• Minimum of five (5) CSEC passes including Mathematics and English.
• A minimum of two (2) years’ experience working in a similar role.
• Must be in possession of a Police Certificate of Good Character.
• A Diploma or Associate Degree in Business Management will be an asset.
• Certificate in Microsoft Office Suite including working knowledge of MS Excel and MS Word
• Certification in Information Technology or equivalent job knowledge is desired.
• Knowledge of Microsoft Dynamics CRM will be an asset.
• Corporate client care experience, inbound and outbound/telemarketing could be an asset.
• Exemplary Attendance and Punctuality.
• Reliable, available to work anytime Sunday to Saturday, evening, weekend or holiday coverage as required.
• Ability to handle difficult customer situations and drive positive customer experience.
• Ability to enforce company policies empathetically.
• Excellent attention to detail and multi-tasking ability.
• Must possess strong computer skills.
• Must possess superior customer service skills and good reading comprehension.
• Excellent time management and organizational skills.
• Adaptable to changing environments.
• Positive Team Spirit, enthusiastic with a strong aptitude and a positive "can do" attitude.
• Desire to improve yourself, your skills as well as the working environment around you.
• Must possess strong communication skills.
• Excellent analytical and problem-solving skills to analyze facts and data to accurately define problems during troubleshooting.
• Must be able to work quickly and efficiently in time sensitive, high-pressure situations.