Sr Advisor, Customer Services

Job Title:

Job Description

Essential Functions/Core Responsibilities 

• Use problem solving skills, in conjunction with tools and resources, to resolve non-standard and/or escalated issues

• Answer questions independent of decision-support tools; including handling escalated calls from other customer service advisor

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)

• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures

• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

• Clarify customer requirements; probe for understanding

• Solve problems or offer solutions that are that are generally unstructured and require extensive clarification

• Maintain in-depth knowledge of client products and/or services

• Prepare complete and accurate work including appropriately notating accounts as required

• Participate in activities designed to improve customer satisfaction and business performance

• Offer additional products and/or services

• Adhere to shift schedules and maintain acceptable attendance. Provide required notification of absence according to company policy

Candidate Profile 

• High school diploma with one year of customer service experience preferred

• Courteous with strong customer service orientation

• Strong computer navigation skills and PC Knowledge

• Ability to effectively communicate, both written and verbally

• Ability to learn; including strong problem solving skills

• Dependable with proficient attention to detail

• Strong organizational skills with the ability to juggle multiple tasks; adapt to changes quickly

• Tolerance for repetitive work in a fast-paced, high production work environment

• Ability to work as a team member, as well as independently

• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner

• Able to rotate shifts, as needed

• May mentor Entry, Intermediate or Senior level agents

• Based on location and/or program, additional experience/skills may be required

*Job requirements may vary by country and will not contravene any local laws  

Career Framework Role 

Works autonomously within established procedures and practices; seeks guidance in the more complex aspects of the process (extensive latitude for independent judgment).  Does not have any outstanding disciplinary, attendance or performance issues.  Analyzes process-related problems and suggest possible solutions.  Guides and trains junior team member and facilitates their work.  Demonstrates mastery of required behaviors/competencies such as the ability to teach/coach other agents and/or support the program by performing data analysis work.  Client feedback must be favorable for progression to this level.  Opportunity to progress here is dependent on business needs.  Call handling tasks may be required as business needs dictate.

Supplemental Geographical Information

RECRUITER ENTER THE APPLICABLE LANGUAGE:

UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION

PHILIPPINES  

• Minimum of two years of college education. No prior call center experience is required

• Ability to think clearly and can explain simple issues effectively, both written and verbally

INDIA  

• Ability to effectively communicate, both written and verbally

• Listen attentively to customer needs and concerns; demonstrate empathy

• Clarify customer requirements; probe for and confirm understanding of requirements or problem

• Confirm customer understanding of the solution and provide additional customer education as needed

• Ability to learn including strong problem solving skills

• Demonstrate strong probing and problem solving skills

• Should be able to handle complex queries

• Should be able to resolve customer queries independently 

Disclaimer  

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

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