Customer Service Specialist

2 months ago

Knoxville, United States IGT Solutions Full time

About the Company:

IGT Solutions (IGT) is committed to simplifying complex customer interactions while delivering a seamless experience. It provides integrated BPM, Technology and Digital Services & Solutions for clients across industries. IGT Solutions is a next-gen customer experience (CX) company, defining and delivering transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing (end-to-end) CX journeys across Travel and Hi-tech industries.

About the Role:

Answer partner inquiries / Problem solving: Emails, Voice (calls), Chat, all Margin Point related activities (including proactive and reactive tasks). Assess problem accurately, first contact resolution, meet & drive KPIs set by the business, appropriate problem solving, articulate resolution to partner, survey sending, handling escalation, partner education, etc. Investigations - Finance related issues, calculations. Handling complaints. Saving a product - APS, availability, pricing action, cooperation; brand / goodwill building. Provide assistance to Partner Services teams with solving partner enquiries and other related tasks. Communicate with other departments (CST, Finance, etc.). Proactive work (Margin points related). Generate revenue via value-add tasks. Make suggestions for changing procedures and creating processes based on cases handled. Participate in weekly meetings / team meetings to assign task, discuss team performance announcements, reminders. Act as a Subject Matter Expert for newly onboarded AST Specialists. Participating in refresher sessions. Training and self-learning about systems and processes. Identifying training needs, refreshing knowledge. Workshop, share case studies, processes.

Responsibilities:

  • Answer partner inquiries / Problem solving: Emails, Voice (calls), Chat, all Margin Point related activities (including proactive and reactive tasks).
  • Assess problem accurately, first contact resolution, meet & drive KPIs set by the business, appropriate problem solving, articulate resolution to partner, survey sending, handling escalation, partner education, etc.
  • Investigations - Finance related issues, calculations.
  • Handling complaints.
  • Saving a product - APS, availability, pricing action, cooperation; brand / goodwill building.
  • Provide assistance to Partner Services teams with solving partner enquiries and other related tasks.
  • Communicate with other departments (CST, Finance, etc.).
  • Proactive work (Margin points related).
  • Generate revenue via value-add tasks.
  • Make suggestions for changing procedures and creating processes based on cases handled.
  • Participate in weekly meetings / team meetings to assign task, discuss team performance announcements, reminders.
  • Act as a Subject Matter Expert for newly onboarded AST Specialists.
  • Participating in refresher sessions.
  • Training and self-learning about systems and processes.
  • Identifying training needs, refreshing knowledge.
  • Workshop, share case studies, processes.

Qualifications:

Education details High school or Equivalent

Pay range and compensation package:

$16-$18.25/hr

Equal Opportunity Statement:

Equal opportunity employer

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