Quench USA, Inc. · 7 hours ago

Customer Care Specialist

Remote - US

Full-time

Remote

Entry Level

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Responsibilities

Answer incoming customer calls in a professional and courteous manner

Field customer inquiries via phone or through electronic inquiries

Document and update customer records in the database during and after each call

Quickly and accurately resolve customer issues upon presentation or expedite the issues in accordance with established processes

Meet or exceed all position key performance indicators/metrics (KPI’s)

Excellent customer service and communication skills including ability to listen to customers to understand issues and to be calm under pressure

Follow call scripts and guidelines while maintaining a natural and empathetic conversation

Stay updated on company policies, product updates, and trainings

Qualification

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Microsoft Office SuiteSalesforce.com

Required

Must be able to multi-task and switch between different communication channels quickly and efficiently (email vs. phone)

Must be able to exhibit empathy and understanding over the phone and email

Must have a 'customer-centric' attitude with an eagerness to provide world-class customer service

Ability to communicate clearly and professionally, both verbally and in written correspondence

Strong attention to detail.

Flexibility to interact with changing customer types and exceed their needs; flexibility to ever changing environment of work volume, schedule changes, etc.

Process Compliance: Follows all documented processes & department policies to provide customer support

Proficiency with Microsoft Office Suite (Word, PowerPoint, Excel and Outlook)