Telemarketer / Customer Service Relations Officer
Job Summary
Reporting to the Customer Service Manager, the Customer Service Relations Officer is responsible for providing high quality and efficient customer service to prospects and customers through different channels (phone, email, SMS, chat, etc.) both inbound and outbound in order to improve sales results for the business. The role will also manage all organizational aspects, understanding needs (customers/Company) and applying qualitative standards of product/service to stimulate the development of the relationship.
Key Purpose of the Role
Provides proper, effective, and timely answers to prospects and customers through the different active channels (inbound calls, chat, email, etc.), tracking and monitoring activities and results.
Act proactively to minimize information and tools gaps with the aim of improving the service offered.
Find effective solutions in managing a complaint or disservice, demonstrating the value of the Company.
Create a climate of trust to retain customer loyalty.
Run outbound campaigns (mainly through phone calls and emails/SMS) to push sales results.
Adopt and comply with the Company standards and procedures.
Follow direction, suggestions, and communication from the team leader to maximize service efficiency and sales results.
Contribute to creating and maintaining a high-quality work environment so all team members are motivated to perform at their highest level.
Education & Skills
Language capabilities:
3 Officers: fluency in English (French is a strong plus); at least one with good French (able to back up for emergency or residual cases the "French speaking" officer).
1 Officer: fluency in French and English (Italian is a strong plus).
Any officer: able to speak in Spanish or Portuguese is a strong plus.
At least 3 years of experience in customer service (phone channel inbound and outbound mandatory).
Analytical capabilities potential.
Strong communication and listening capabilities.
Strong sales and problem-solving approach.
Strong teamwork approach.
Able to work under pressure.
Good knowledge of Excel and PowerPoint and CRM tools (Salesforce experience is a plus).
Available to work on shifts (Monday to Friday, opening hours between 8 AM and 8 PM).
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