Customer Service Representative

2 weeks ago

East Amherst, United States Firstsource Solutions Full time

Job Description Customer Service Representative - ( 21005902 ) **Description**

FIRSTSOURCE is NOW HIRING CUSTOMER SERVICE POSITION at our Amherst location

**$500 SIGN-ON BONUS**

**$18/hr / Day Shift**

Be a part of a growing team in a rewarding, safe environment

This is an exciting new opportunity for individual who thrive in a customer-focused environment, possess excellent problem solving skills, and have the ability to exceed customer expectations

We recognize the value our client places on exceptional customer experience and together we are recruiting a Customer Sales Advisor to help us deliver a high quality retention service to support the clients brand and reflect the values of both our organizations.

Our client is a company that is the leading source of analysis on international business and world affairs. Delivered through a range of formats, from newspapers to digital services, this brand is valued by its customers for its world-class insights and rigorous analysis. This brand is looking for individuals who can think differently, and challenge the status quo. They believe that as a member of the team, you have a voice, and your voice is expected, heard and respected.

You will be delivering exceptional customer service to customers with the aim of exceeding their expectations, solving their problems, and retaining their business by tailoring the right package to their needs while sharing your enthusiasm and knowledge. Youll be a keen problem solver, who is comfortable taking the initiative, where the rewards are plenty.

**Roles and Responsibilities:**

* Ensure an exceptional customer experience by responding to calls, emails and on live chat

* Actively listen to customers so that you can fully understand their reasons for wanting to cancel. Explore options to try to overcome these reasons and address any concerns that they may have.

* Ask questions to understand the customers preferences and context so that you can help them identify the product that is the best fit for their individual needs

* Provide compelling explanations of our products benefits, identifying those benefits that will most engage each individual customer

* Ensure all responses are responded too in your own style, showing your own personality, in line with the brand client requirements and values

* Have a full understanding and appreciation of the journey of the customers and ensure any barriers or trends which adversely affect a customers experience are raised appropriately so that these issues can be solved

* Take ownership of customers who raise escalations and issue complaints to resolve their concerns and provide a high level of customer service.

* Work to meet and exceed key targets whilst maintaining a professional standard of customer service through effective timekeeping and task prioritisation

* Lead by example, be approachable and demonstrate a can do attitude to develop a high performing team culture

* Be the point of contact for all service related customer enquiries, and ensure they are responded to as per business and legal requirements

* Ensure all relevant customer information is recorded accurately and in a timely manner in Salesforce

* Obtain and evaluate all relevant information to handle product and service enquiries

* Direct requests and unresolved issues to the designated resource

* Communicate and coordinate with internal departments

* To demonstrate a full understanding of the business processes, procedures, relevant product knowledge and systems so that accurate and appropriate information is given at all times.

#IND-FA

**Qualifications**

**Experience/Skills and Personal Qualities:**

* Demonstrate a strong understanding of customer satisfaction and service excellence

* Effective selling ability - being able to understand customers context, overcome objections and persuade

* Comfortable working with sales targets

* Commercial awareness, understanding the impact of new sales and retention on the health of our business

* Emotionally intelligent and can display deep empathy with customers

* An interest in current affairs and international business is a plus

* A background in sales and retention for subscription businesses

* An ability to think on your feet

* Computer literate, excellent typing/keyboard skills and competent in navigating across different IT systems

* Able to effectively prioritise and make decisions using previous experience and contract knowledge

* Strong attention to detail with an eye for accuracy

* Dedicated to improving customer satisfaction and retaining the clients customers by adopting a friendly, fun and positive attitude

* Excellent communication skills; both written and verbal

* Open, trustworthy and strong work ethic

* Ability to confidently resolve issues without further escalation.

APPLY TODAY

#IND-FA

**Primary Location**

: United States-New York-Amherst

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