聊天/电话支持专员 - 远程
Chat/Phone Support Specialist - Remote
职位描述
岗位职责：
- 客户支持专家应了解产品规格，并能在与客户沟通时保持积极态度和耐心
- 展现高质量服务的标准
- 与质量及培训团队协作，自我管理绩效期望
- 与团队主管/质量倡导者/培训师和经理保持畅通的沟通渠道，以获得支持和个人发展
- 在处理所有客户联系时保持商业意识、礼貌和专业性
- 使用呼叫中心知识库中提供的现有电子邮件沟通模板进行客户互动
- 通过准确且完整地输入信息并适当记录所有客户互动来维护专有的呼叫中心数据库（CSC）
- 准时上班，遵守所有计划内和特殊项目的日程和截止日期
- 严格遵守管理层设定的关键绩效指标（KPI）
- 努力超越管理层规定的KPI和质量目标
任职要求：
- 高中毕业或同等学历
- 1-2年呼叫中心经验，最好是在实时聊天环境中
- 零售销售经验，最好是在电子商务环境中
- 优秀的数据录入技能 - 最低45-55字/分钟
- 必须具备计算机操作能力和互联网使用能力
- 熟悉基于Windows的应用程序，特别是客户关系管理工具（例如 Salesforce）的经验优先
- 能够同时处理多个聊天
- 优秀的书面沟通能力；在语法、标点和书面商务素养方面有高标准
- 专业、积极且具有吸引力的书面沟通方式
- 优秀的口头沟通能力：清晰的发音、语气和正确的语法使用
- 在高流量环境下提供高质量的客户服务能力
- 即使在困难情况下也能与客户建立关系的能力
- 能快速高效地为客户提供建议和指导
- 能够在与客户交谈的同时阅读、打字和在应用程序中导航，实现多任务处理
- 具有同理心和积极倾听能力
- 积极乐观的态度和热情的氛围
- 认真负责的团队合作者
- 必须灵活，准备好在动态排班环境中工作 - 可能需要在周末和晚上工作
- 可靠，良好的出勤记录和守时是必不可少的
查看英文原文
Job description
POSITION RESPONSIBILITIES:
- Customer Support Specialists should stay informed about product specifications and the ability to maintain a positive demeanor and patience with customers
- Demonstrate high standards for quality service
- Work in tandem with the quality and training team to self-manage performance expectations
- Maintain an open communication line with Team Lead/Quality Advocate/ the Trainer and the manager for support and personal development
- Maintain business acumen, courtesy and professionalism when dealing with all client contacts
- Utilize existing email communication templates for client interactions housed in the Call Center Knowledge Base
- Maintains proprietary call center database (CSC) by entering information accurately and fully documenting all client interactions appropriately
- Be punctual to work and adhere to all schedules and deadlines both scheduled and special projects
- Strict adherence to key performance indicators (KPI) as set by management.
- Strive to exceed key performance indicators (KPI) and quality goals as outlined by management
QUALIFICATIONS:
- High school diploma or equivalent.
- 1-2 years Call Center Experience preferably in a live chat environment
- Retail sales experience, preferably in an ecommerce environment
- Excellent Data Entry skills/- 45-55 wpm minimum
- Must be computer literate and internet savvy
- Experience in windows-based applications, specifically client relationship management tools preferred (e.g. Salesforce)
- Experienced in handling multiple chats at any given time
- Exceptional written communication skills; and high-quality standard in grammar, punctuation and written business acumen
- Professional, upbeat and engaging written communication
- Excellent oral communication skills: clear diction, tone and use of proper grammar
- Ability to deliver quality customer service in a high-volume environment
- Ability to develop relationships with clients, even in difficult situations
- Ability to advise and counsel customers in a quick and efficient manner
- Ability to multitask by reading, typing, and navigating through applications while speaking with customers
- Empathetic and active listening
- Positive outlook and enthusiastic attitude
- Conscientious team player
- Must be flexible and be ready to work in a dynamic shift environment- weekends and evening shifts may be required
- Dependable, a history of good attendance and punctuality is essential
Proven track record of ALL of the following STRIVE values:
- [S]ervice
- [T]enacity
- [R]esponsibility
- [I]ntegrity
- [V]ersatility
- [E]ntrepreneurship
Salary & Benefits:
The compensation package for this position includes a competitive base salary commensurate with experience, as well as a comprehensive benefits package of medical, dental, short/long term disability, life insurance, personal time off, educational assistance, and a 401K plan.
WORK FROM HOME TECHNOLOGY REQUIREMENTS:
Minimum PC Requirements
CPU Speed
- Dual Core 1.2 GHz or better
- Intel Core i3 or AMD Ryzen 3 or better
Hard Drive
- 40 GB or more of available space
- 100 GB or more of total space
Memory
· 8 GB or RAM or better is preferable
Operating System
- Windows 10 Professional (No Macs or Chromebooks)
- Information on how to upgrade to Windows 10 Professional can be found here:
- Two (2) available USB 2.0 or greater ports
Minimum Monitor and Accessory Requirements
Monitor*
- 1280 x 1024 (SXGA) screen resolution
- 1920 x 1080 (Full HD or 1080p)
USB Headset with Microphone
· JPL TT3 Evo Binaural Headset (Headband + Boom) with Tough Case and JPL BL-053+P JPL USB 2.0 universal bottom lead with volume and mute function
Camera
· Integrated or USB Camera
*Dual monitors may be required on some client programs
Minimum Software Requirements
Google Chrome**
· Latest version of Google Chrome for Windows
**Certain client programs may require specific versions of Microsoft Internet Explorer
Minimum Internet Connectivity Requirements
Standard Connection / Speed
- Hard-wired connection (no wireless)
- Minimum 45 Mpbs download / Minimum 10 Mpbs upload
- Internet connection must not be shared with more than 3 devices in the same location
Maximum Latency Threshold
· 120 milliseconds (ms)
Originally posted on Himalayas