Customer Service Representative

1 week ago

Moncton, New Brunswick, Canada HCLTech Full time

Essential Duties and Responsibilities include all or majority of the following below.

  • Confers with internal and/or external customers in order to provide information about products and/or services such as processing customer requests, orders, canceling accounts or obtaining details of complaints over the phone, by email, live chat, social media or other method of communication.
  • Resolves customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding.
  • Ensures customer satisfaction and loyalty by consulting with customers, assisting customers, and resolving a wide variety of customer requests, inquiries, and complaints.
  • Documents customer interactions and transactions, recording details of inquiries, complaints, comments and actions taken, to include Adverse Events.
  • Provides prompt and accurate service to promote customer loyalty for the client.
  • Obtains and examines all relevant information to assess validity of complaints and to determine possible causes. May make outbound calls related to the product or service, and/or in follow-up to a customer inquiry.
  • Resolves escalated contacts appropriately.
  • Processes promotions, rewards and loyalty referrals in interaction with consumers
  • Acts as the liaison with the social media representatives and agency partners for social media escalations.
  • Handles contacts via multiple channels and/or brands.

Education and/or Experience:

Minimum of a high school diploma or general education degree (GED);

1-2 years customer service experience i.e. healthcare preferred, retail, fast food, hospitality etc. or equivalent combination of education and experience, preferably in a contact center.

Language Skills:

Ability to read and interpret documents such as safety rules, standard operating procedures (SOPs) or other job aids, to write routine correspondence, to speak effectively and informatively, and respond to questions from customers, clients or employees of an organization, over the phone or in-person.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions provided in written, oral or diagram form and to deal with problems involving several concrete variables in standardized situations.

Computer/Technical Skills:

Ability to type a minimum of 20 words per minute (wpm) with a high degree of accuracy while talking; proficiency with Microsoft Office and to navigate through multiple systems and job aids while responding to the customer's inquiry. Ability to navigate through and understand social media channels (Facebook, Twitter, blogs, etc.)

Other Skills and Abilities:

Ability to manage difficult, irate or emotional customers while maintaining composure, to multi-task; excellent time and process management skills, strong data integrity and attention to detail, ability to read, write and speak a language in addition to English fluently may be required according to the program needs/requirements.

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