Customer Service Representative
4 weeks ago
Talascend is seeking a Customer Service Representative for an opportunity located in Plano, Texa s
Schedule: Hybrid 4 days in office 1 day remote
RESPONSIBIITIES:
Assist in reviewing/responding of all incoming reviews for mobile (mobile, tablet, watches). Follow standard operating procedures on responding, managing, and reporting on all incoming reviews.
Become a product expert on all products in the exciting mobile category
Provide direct responses to end-user consumer feedback using internal platform, or directly on partners portal
Become and remain knowledgeable about response policies
Improve end-user customer experience of products
Where appropriate, escalate reviews that are outside of company polices
Participate in regular meetings to discuss process improvements and updated guidelines
Approve the resolution of customers service or billing complaints by authorizing activities such as exchanging merchandise, refunding money, and adjusting bills.
Act as escalation point for clients/customers.
Approve the referral of unresolved customer grievances to designated departments for further investigation.
Review, monitor and audit records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.
Solicit sale of new or additional services or products.
REQUIREMENTS:
Minimum 2+ years content moderations
Bachelors degree in related field or equivalent experience
Excellent written and verbal communication skills
Self-starter and focused work ethic
Strong emotional intelligence and resilience
MS Office: Internet Explorer, Excel, Word and PowerPoint
Attention to detail
Demonstrated ability to interact in a team setting.
The ability to write, read, interpret, and act based on a thorough understanding of policies, guidelines and SOP.
Ability to respond to both satisfied and dissatisfied customers in a professional and accurate way regardless of audience.
Ability to take directions and carryout tasks without constant supervision. Ability to learn about, and understand with in-depth knowledge about specific products in multiple categories.
Ability to support and assist best in class reporting for notable issues and trends for products.
Willingness to take on other responsibilities as needed.
Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills.
Strong ability to work independently and manage ones time.
Strong ability to accurately document and record customer/client information.
Strong leadership and mentoring skills necessary to provide support and constructive performance feedback.
Previous experience with computer applications, such as Microsoft Word and PowerPoint.
8-10 years customer service related experience required.
We thank all applicants for their interest. However, only those qualified individuals who closely meet the qualifications of the position will be contacted. The details of the position are only a summary, other duties may be assigned as necessary.
Background Check and Drug Screen may be required.
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