Customer Support and Self-Service Specialist

5 days ago

Aurora, Illinois, United States Workoo Technologies Full time
About the Job

Customer Support and Self-Service Specialist

Key Responsibilities
  • Acts as the first point of contact for customer inquiries, providing detailed information on available services that align with customer requirements, and supporting the customer in making informed decisions.
  • Analyzes customer needs and makes referrals based on specific trip requirements, ensuring reasonable expectations that promote a loyal customer base.
  • Takes ownership of the process and proactively interacts with customers, resolves issues, adapts communication approach to align with customer needs, and works collaboratively across departments to instill customer confidence and create support.
  • Remains abreast of all product/service enhancements, unit updates, and improvements to needs, maximizing efficiencies and productivity.
  • Understands travel paper requirements, utilizes resources and tools to ensure reliable and prompt processing, ensures best practices and quality control, follows policies and procedures, and promotes standards of work to ensure compliance.
  • Maintains customer records in a proprietary database, utilizing device functions to ensure accurate submission of data that maximizes efficiency.
  • Displays a high level of work and preserves an updated customer profile with quick entry of newsworthy, support records, and interactions.
  • Provides customer support and utilizes sales strategies to retain customers, informs customers about added-value items that may benefit them.
  • Excels in a fast-paced, dynamic work environment, performs multiple tasks, and navigates systems simultaneously.
  • Exemplifies company values and a high level of expertise through regular adherence to CIBT's Customer Devotion, Standards of Work, and teamwork; strives to meet departmental and personal efficiency standards.
Requirements
  • BA/BS or Associates Degree and two years' experience or equivalent mix.
  • Previous experience working in a call center setting.
  • Strongly desirable: experience in premium retail, travel, hospitality, or embassy/consulate relationships.
Skills and Abilities
  • Fluent in English with strong communication and social skills: clear written and verbal communication with a proven understanding of communication methods and styles; verbalize clearly and concisely in a professional and friendly manner without jargon or difficult foreign language.
  • Excellent company and opportunity management skills: adhere to deadlines and adjust to changing circumstances; handle high volume while sustaining excellent attention to detail; screen personal work and self-edit.
  • Ability to problem-solve; analyze relevant information and utilize experience and provide solutions.
  • Able to adapt to changing situations and prioritize work as needed.
  • Eager beaver with a desire to show ownership and commitment to the job.
  • Proficiency with computer software, capacity for learning new programs, and devotion to record accuracy.

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