Customer Service Associate

Full Time
EXPIRES 05 Jul, 2019

Job Location

236 South Road, Lacytown, Georgetown, Guyana

Description

This vital position requires an action-oriented, flexible problem-solver who will assist customers in expediting orders and correcting post-sales problems.

Requirements

  • High School Diploma or equivalent; and

  • At least 3 years of customer service work experience;

  • Excellent communication skills (written and verbal);

  • Ability to communicate correctly and clearly with all customers;

  • Excellent documentation skills;

  • Good comprehension skills – ability to clearly understand and state the issues customers present;

  • Ability to concentrate – follow customers issues without distraction to resolution;

  • Good composition skills – ability to compose a grammatically correct, concise, and accurate written response; 

  • Work successfully in a team environment as well as independently;

  • Strong computer skills; proficient with the Microsoft Suites, specifically Word and Excel;

  • Excellent typing skills;

  • Demonstrates an ability to successfully navigate websites;

  • Demonstrates a proficient knowledge of email applications;

  • Demonstrates an ability to learn in various media; 

  • Ability to successfully adapt to changes in the work environment;

  • Excellent customer service skills, including maintaining focus on the customer issue in a  fast-paced environment;

  • Ability to empathize with and prioritize customer needs;

  • Demonstrates interpersonal skills with a diverse customer base;

  • Demonstrates conflict resolution, negotiation, and de-escalation skills;

  • Demonstrates ownership to resolve challenging customer issues, escalating when necessary;

  • Ability to determine customer needs and provide appropriate solutions;

  • Flexible with the working schedule; may be expected to work weekends, holidays and events; 

  • Ability to work overtime as required by business;

  • Effective problem solving skills including decision making, time management and immediate prioritization of tasks as assigned;

  • Ability to approach problems logically and rationally;

  • Action oriented and self-disciplined;

  • Organized and detail-oriented; and

  • Ability to maintain composure in highly escalated situations.

 

Responsibilities

  • Open and maintain customer accounts by recording account information;

  • Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution;

  • Recommend potential products or services to management by collecting customer information and analyzing customer needs;

  • Prepare product or service reports by collecting and analyzing customer information;

  • Contribute to team effort by accomplishing related results as needed;

  • Generate sales leads;

  • Identify and assess customers’ needs to achieve satisfaction;

  • Build sustainable relationships of trust through open and interactive communication;

  • Provide accurate, valid and complete information by using the right methods/tools;

  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution;

  • Keep records of customer interactions, process customer accounts and file documents;

  • Follow communication procedures, guidelines and policies;

  • Go the extra mile to engage customers;

  • Resolve customer complaints via phone, email, mail or social media;

  • Greet customers warmly and ascertain problem or reason for calling;

  • Cancel or upgrade accounts;

  • Assist with placement of orders, refunds, or exchanges;

  • Take payment information and other pertinent information such as addresses and phone numbers;

  • Place or cancel orders;

  • Answer questions about warranties or terms of sale;

  • Attempt to persuade customer to reconsider cancellation;

  • Inform customer of deals and promotions;

  • Compile reports on overall customer satisfaction;

  • Read from scripts;

  • Handle changes in policies or renewals; and

  • Resolve customer complaints via phone, email, mail or social media.

Apply now

Suitably qualified applicants are invited to submit their cover letter, CV and the name and contact information of 3 professional references no later than Friday, June 7, 2019 via email to Krysten Sewett at krystensewett592@gmail.com. PULSE Imports & Exports Services Inc. (PIES) offers competitive remuneration packages and subscribes to the principles of employment equity.

While PIES thanks all applicants for their interest, only short-listed candidates will be contacted for interviews.

 

Apply Online
You may alternatively apply for this job online with your SkilledGuyanese profile.
Your application will be emailed to the employer immediately.
Then, the employer will be able to view your application on our website.

A JOB BY

PULSE Imports & Exports Services Inc. (PIES)



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