Client Experience Specialist
2 days ago
**Job Description:**
We're seeking a highly skilled Customer Service Agent to join our team at Open Network Exchange. As a key member of our customer support team, you'll play a critical role in delivering exceptional customer experiences and driving business growth.
Your primary responsibility will be to engage with customers in a personalized manner, providing comprehensive assistance and information. You'll also work closely with the sales team to ensure smooth transfers of qualified customers and continuously educate yourself about our products to offer comprehensive support.
Key Responsibilities:
- Engage with customers in a personalized manner to provide comprehensive assistance and information.
- Provide personalized assistance to customers, guiding them through their inquiry.
- Employ empathetic listening to swiftly address customer questions and concerns, maintaining a positive constructive approach.
- Transform complaints into opportunities for resolution, ultimately increasing satisfaction and nurturing renewals or retention.
- Cultivate trust and strong rapport with customers through open and interactive communication.
- Deliver accurate and complete information using appropriate methods and tools, ensuring a high level of credibility.
- Continuously educate oneself about our products to offer comprehensive support during customer interactions.
- Ensure smooth transfer of qualified customers to the sales team.
- Embrace additional responsibilities as assigned to contribute to the team's success.
- Sell cruises and upsell add-on services/products to maximize customer satisfaction and revenue.
- Utilize consultative selling techniques to understand guests' preferences and deliver personalized recommendations.
**Requirements:**
- Experience of 2+ years in customer support.
- High School Diploma or equivalent educational background and/or experience.
- Proficiency in working with CRM systems and adhering to best practices.
- Exceptional phone communication skills, coupled with active listening abilities.
- Proficiency in using Microsoft Office Suite and adept at navigating various computer programs.
- Knowledge of cruise sales and services is preferred, though not mandatory.
- Ability to multi-task complex scenarios with ease.
Estimated Salary: $48,000 - $58,000 per year
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