Customer Service Associate

Location:	Heron Gate, Ottawa, Ontario, Canada
Job Type:	Permanent
Posted:	18th Oct 2007
Closing Date:	15th Nov 2007
Posted By:	Convergys
Details:
Customer Service Associate Dimension & Scope: Interface with customers via inbound or outbound calls or the Internet for the purpose of passively (i.e.order taking) or actively selling products and services. Responsibilities include processing customer orders and salesproviding and receiving informationup-selling client products plus handling miscellaneous customer service and general information calls via the phone or Internet. Principal Duties and Responsibilities: Greet customers in a courteous, friendly, and professional manner using agreed upon procedures. Listen attentively to customer needs and concerns; demonstrate empathy. Clarify customer requirements; probe for and confirm understanding of requirements or problem. Meet customer requirements through first contact resolution. Confirm customer understanding of the solution and provide additional customer education as needed. Prepare complete and accurate work and update customer file. Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests. Effectively transfer misdirected customer requests to an appropriate party. Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity. Participate in activities designed to improve customer satisfaction and business performance. Determine appropriate response to customers by using a script or sales flow. Place and/or receive structured customer inquiries. Provide product information and receive customer information. Prepare customer correspondence. Respond to common customer work/service orders, inquiries, and requests. Sell new services and retain existing services. Maintain basic knowledge of products, pricing, promotions, procedures, and other important issues through management communications, meetings, client focus groups, and formal training. Education & Professional Certifications: High school diploma or equivalent experience. Candidate Profile: Knowledge of basic computer operations. Willingness to rotate shifts, as needed. Ability to learn. Courteous with strong customer service orientation. Dependable with proficient attention to detail. Good listening and responding skills. Environment, Physical & Other Requirements: Ability to perform light hand activity work at a computer/telephone station in an office environment. Position is primarily sedentary. May stretch or stand at workstation for short periods at employee's option, as long as such activity does not detract from the employee's work, or interfere with other employees.

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