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Customer Care Professional, Bilingual
5 days ago
Customer Care Professional (Bilingual French / English)
Summary:
The 360 Insights Customer Care operation offers multiple levels of support and manages thousands of daily interactions delivered at the highest level of customer service. Our company is built on a solid foundation based on the following principles:
- Unbelievable experience for our customers
- Unbelievable place to work for our team
- Make a difference in the world
Description:
- Meet specified key performance indicators (KPIs) based on the following:
- Interactions per hour (IPH)
- AHT
- Answer rate
- Productive hours
- Post-processing time
- Break time
- Net Promoter Score (NPS)
- Interaction quality (QA)
- Attendance and punctuality
- Support continuity of Customer Care service between the hours of:
- 08:30-21:00 ET - Monday to Friday
- 09:00-17:30 ET - Saturday
**Responsibilities**:
- Provide world-class, courteous, friendly customer service through:
- Inbound phone calls
- Live chat (when and if applicable)
- Navigate the 360insights CORE platform and related websites to resolve customer inquiries
- Enhance the customer experience through “first contact resolution” by:
- Classifying each interaction accurately to the reason of call
- Noting the ticket comprehensively
- Identifying issues early and offering suggestions for resolution
- Providing regular anecdotal and data-based feedback to your team and manager to improve customer experience
- Identifying common customer feedback to drive best practices across the enterprise
- Complete task-based duties as assigned by the Manager or Team Lead
- Support and encourage team members as necessary
- Stay abreast of client product, service and policy changes
- Undertake recurrent training and personal growth to advance your career through:
- Self-study and guided study within 360 systems
- Feedback from the Quality Assurance team through the 360 REACH program
- Consultation with other team members to enhance skill set
Skills and Experience - Demonstrated in the Contact Center
- Deep understanding of customer service with a strong customer-first mentality
- Well-developed and demonstrated written and verbal communication skills
- Demonstrated reliability and consistency of attendance
- Demonstrated ability to offer effective and timely resolutions to a range of customer inquiries while adhering to best practices
- Trustworthiness and integrity
- Sense of fun
- Strong, confident interpersonal skills to resolve situations involving conflict, stress, and/or uncertainty
- Solution-oriented work style with demonstrated ability to help people
- Proven analytical and problem-solving skills
- Works well in a team environment, respected by colleagues
- Proven organizational skills (including task prioritization)
- Ability to work independently, as required, with mínimal supervision
- Adaptable and enjoys working with diverse personalities and styles
- Knowledge of and versatility in Microsoft Office
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