CRC Customer Service Advisor

Position Summary

TheCustomer Service Advisor (CSA)is responsible for providing timely and professional customer service in response to customer inquiries and concerns via telephone, email, live chat, SMS/WhatsApp and Social Media for our customers. The CSR is responsible for handling initial contacts to the centre, assisting with general enquiries or creating a case which will be followed-up and managed by the Case Management teams.

Duties & Responsibilities

· Provide effective and efficient customer solutions to incoming customer inquiries and concerns regarding auto products, services, etc

· Meet or exceed monthly Call Center Performance objectives including call quality and performance objectives

· Accurately complete appropriate documentation for each transaction on the CRM tools provided

· Handle customer Phone, email, SMS, WhatsApp, social media contacts

· Deliver high levels of customer satisfaction through professional handling

· Cross train into other programs and responsibilities as needed

· Perform other duties as assigned

Education

· High school diploma required

Experience

· 6 months - 1 year Customer Service experience required.

· Previous experience supporting customers through phone preferred.

· Experience or interest in working with technology is preferred.

· Experience with customer contact systems.

· Experience in the automotive industry, preferred.

Skills

· Strong written and oral communication skills. Excellent spelling, articulate, tone sensitive. Proactive listener / reader.

· Fluent in English required

· Demonstrated skills in customer escalation, overcoming objections, conflict resolution and negotiation. Sales oriented and ability to close sales opportunities.

· Strong customer service, empathetic, tolerant, interpersonal, and relationship-building skills. Adapts to different kind of customers and situation. Firm and self-assured.

· Strong Team building skills, to work well within a close team environment – self-sufficient, resourceful and works well with minimal supervision

· Careful in data management and in error prevention. Handles information effectively.

· Flexibility in work schedule, available, mornings, evenings, and weekends

· Ability to demonstrate a high degree of professionalism

· Reliable, maintains acceptable attendance

Other

· Must be able to interact with all internal and external departments and contacts. Must represent Percepta professionally with all clients and external organizations and contacts.