Customer Support Representative

3 weeks ago


Toledo, United States Donatech Full time
Position would require the candidate to be a W2 employee of Donatech.
US Citizenship/Permanent Resident Required.

Position is responsible for answering incoming calls from customers while ensuring a high level of customer service and maximizing productivity with minimum downtime. Must be able to quickly and accurately identify customer needs and take appropriate action to satisfy those needs, solve problems systematically, use sound business judgment, and follow through on commitments. Need to be able to respond to customers in a polite and courteous manner, especially in stressful situations, project patience, empathy, caring, and sincerity in voice tone and words, establish rapport over the phone.Utilize customer service and PC skills to professionally and proficiently manage customer contacts online in SAP database in order to meet call center performance goals for Customer Satisfaction, Service Level and Call Quality in call center environment.

Position description:This position is responsible for handling customer inquiries received via phone, fax and email while ensuring a high level of customer service. The role also involves extensive telephone and computer work to process orders and resolve customer inquiries.

Job Requirements:
Fluent in french, quebec dialect

Experience:
• Demonstrated ability to work independently
• Prior experience working in a team environment
• Professional appearance and demeanor appropriate for corporate environment
• Proficient working knowledge of the MS Office Suite including Outlook, Word, and Excel
• 2-5 years prior work experience with a minimum of 1 year in a customer service environment preferred
• Strong oral and written communication skills
• High School diploma required, Associates or Bachelors Degree preferred
• SAP knowledge or comparable systems experience preferred
• Previous experience with Microsoft Suite applications. Basic Excel knowledge required.

Abilities and Personal Characteristics:
• Professionally and proficiently able to handle customer inquiries in a polite and courteous manner
• Capable of quickly and accurately identifying customer needs, solving problems systematically, using sound business judgment, and following through on commitments.
• Strong team building, customer service, planning and organizing skills
• High attention to detail with the ability to handle multiple priorities
• Ability to excel in a fast paced and ever-changing work environment
• Ensures personal accountability
• Quickly learns and adapts to change

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