• Customer Service Advisors (Email & Voice)

    Location Georgetown - Guyana
    Job ID 2018-1037
    Category
    Customer Service/Support
  • Overview

    Are you vibrant and energetic? Are you passionate about providing best-in-class customer service?

     

    Then join us! We are looking for CUSTOMER SERVICE ADVISORS (EMAIL/VOICE) who can join our growing team.

     

    As a Customer Service Advisor (Email/Voice) at Emerge, you’ll be responsible for interacting with customers by providing product and service information; placing orders, answering inquiries and resolving product and service concerns via voice, chat and email channels. You’ll also be responsible for providing value-added information to customers such as brand information, company offerings, current deals, and ensuring customers are getting the most out of their relationship with our company.

    Responsibilities

    • Serve customers by providing guidance, recommendations, suggesting product specials and other types of value-added information to meet or exceed client sales initiatives and targets.
    • Serve customers by answering inquiries and questions regarding accounts, products and services.  Also, proactively reviewing prior buying patterns and purchases to make personal recommendations.
    • Resolve product or service problems by clarifying the customer's concern or inquiry.
    • Expedite correction or adjustment to accounts if required; following up to ensure resolution.
    • Be passionate about providing best in class service and don’t use a one-size-fits-all approach to creating a great customer experience.
    • Be flexible, think on your feet and exercise great judgement in handling unusual requests or difficult customer interactions.
    • Be an articulate and persuasive communicator without being pushy.  Don’t assume anything about the customer’s knowledge of products; rather ask great questions to better gauge what the customer wants.
    • Make recommendations that surprise and delight the customer and can demonstrate how to use the products/services in a simple and accessible way.
    • Develop strong customer relationships over the phone within the assigned TAT.
    • Manage, be accountable and take ownership of the resolution process for all customer related issues.

    Qualifications

    • Minimum high school diploma or equivalent required, post-secondary education preferred
    • Previous customer contact experience in a fast-paced environment preferred
    • Working knowledge of MS Office products with strong computer literacy in accessing numerous applications during any one transaction and expert internet navigation
    • Strong computer literacy in accessing numerous applications during any one transaction and expert internet navigation

    Skills

    • Exceptional interpersonal and relationship building skills with the ability to analyse and assess the needs of customers with a passion for and commitment to delighting customers.
    • Strong flexibility and adaptability to manage multiple tasks within stringent time frames while ensuring accuracy.
    • Excellent customer service skills and great enthusiasm for helping customers.
    • Strong computer literacy in accessing numerous applications during any one transaction and expert internet navigation.
    • Ability to continuously display a positive attitude with a composed, poised and professional demeanor.
    • Energetic self-starter with the ability to work both independently and within a team.
    • Exceptional verbal and written communication skills.
    • High attention to detail and accuracy with multitasking skills.

    Compensation

    Starting hourly rate is based upon experience.

    Job Type

    Full Time Position

    Workdays & Hours

    Shifts are flexible starting 8:00 AM – 10:00 PM EST*, Mon-Sun.

     

    Only shortlisted applicants will be contacted.

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