ACCOUNTABILITIES & ESSENTIAL FUNCTIONS
- Performs data entry accurately and efficiently using various computer programs, word processing, spreadsheet, or database commands; formats material as required.
- Accurately processes various types of customer requests.
- Proofreads material entered and generates data reports as required; reviews discrepancies in data received, requests clarification or advises supervisor of issues related to data, to verify customer requests are processed correctly.
- Files and keeps records as required.
- Promotes and maintains high standards of quality and service excellence.
- Processes work in a timely manner and meets quality and productivity objectives.
- Understands and is able to correctly work with multiple currencies and other requirements with regard to processing international orders.
- Effective time management and planning/organizing skills.
- Self-motivated and results oriented.
- Effective interaction with individuals and groups both inside and outside of the organization and works effectively as a team contributor on all assignments.
- Maintains a high level of commitment to achieve goals.
- Effective performance independently or as part of a team.
- Analytical, problem solving and negotiation skills, and analyzes the impact of decisions before execution.
- Maintains knowledge of current procedures.
- Supports local Customer Service teams and provides support for other teams when needed.
- Provides Chat support in local language and English as required. Other language skills would be beneficial.
- Adapts to changing situations and restructures tasks and priorities as changes occur within the business and organization.
- Works well under the pressure of deadlines.
- Supports and participates in the company's total quality and customer service expectations.
- Trustworthy and maintains confidentiality.
Other duties as assigned.
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SKILLS & CERTIFICATIONS
- Proficient verbal and written communication skills in local language and English. Additional languages would be beneficial.
- Ability to type data for long periods of time.
- PC experience in a Microsoft Windows environment, proficient with internet, Microsoft Word, Excel, Outlook, and other software.
- Ability to use, read, and interpret spreadsheets, printed reports, and a dual terminal screen.
Customer Service Assistant I
- Exhibits the desire to provide excellent service, carry out correspondence in a professional and courteous manner, and interacts directly with customers as needed.
- Exhibits motivation and ability to advance.
Customer Service Assistant II
Requirements
- 2+ years customer service experience required. For internal candidates, experience can be a combination of internal and external experience.
- Successful completion of Customer Service Assistant I Professional Progression Plan.
- Consistently meets or exceeds Customer Service Assistant II performance metric requirements.
- Overall Effective Performance as Customer Service Assistant I.
- Trained and skilled in Live-Chat, if required.
- Takes initiative to expand knowledge for position utilizing all available resources.
External candidates
- Exhibits competencies and experience to perform at level II
Customer Service Assistant III
Requirements
- 4+ years customer service experience required. For internal candidates, experience can be a combination of internal and external experience.
- Successful completion of Customer Service Assistant II Professional Progression Plan.
- Consistently meets or exceeds Customer Service Assistant III performance metric requirements.
- Overall Highly Effective Performance as Customer Service Assistant II.
- Has the knowledge and ability to mentor colleagues, if required.
- Proven ability to work independently using all resources to find solutions.
- Good working knowledge of Excel.
- Professional proficiency in local language & English reading, writing and verbal skills. Ability to communicate effectively and efficiently with management and employees of all levels.
- Provides feedback and ideas to management and through the internal feedback tool.
- Understanding of post order services.
- Successful collaboration with colleagues to ensure service excellence guidelines are met.
External Candidates:
- Exhibits competencies and experience to perform at level III.
Senior Customer Service Assistant
- Successfully performs all Customer Service Assistant duties.
- Actively supports the team by providing assistance for complex or uncommon requests and best practices.
- Liaison with other teams for assistance when needed, to ensure service excellence guidelines are maintained.
- Proactively manages workflow if coordinator and management are not available.
- Excellent working knowledge of Excel.
- Full professional proficiency in local and English language in both written and verbal communication. Ability to communicate effectively and efficiently with management and employees of all levels.
- Brings ideas and suggestions to improve the internal and external customer experience to management and through the internal feedback tool.
- Adept in post order services.
- Motivated to increase knowledge of our industry, diverse customers, and business nuances.
- Ability to take on additional assigned tasks.
- Has the knowledge and skills to mentor colleagues effectively.
- Team subject matter expert.
Requirements
- 6+ years customer service experience required.
- Internal candidates:
- Experience can be a combination of internal and external experience.
- Minimum Highly Effective performance in current role.
- Successful completion of Customer Service Assistant III Performance Progression Plan.
- Consistently meets or exceeds Senior Customer Service Assistant performance metric requirements.
