CustomerServiceRepresentative

_About the role:_ The Customer Service Representative is responsible for solving customer’s questions and complaints related to our tools, striving to achieve customer satisfaction. By identifying customer needs, displaying empathy, and using active listening, the representative will be empowered to make decisions and find the best suitable resolution for the customer while working in a collaborative environment where they can gain knowledge and enhance soft skills by receiving support and supporting others. _Specific Responsibilities_ : * Effectively and professionally handles all customer inquiries - calls, email, chat, to ensure satisfaction, while supporting Stanley Black & Decker’s Key Performance Indicators (KPIs). * KPIs measured will include TPH, AHT, CSAT, MOD (moments of delight), NPS, and other team goals set by the organization. * Acts as a liaison with FSCs and other departments as needed to advocate for the customer. * Updates customer requestor profile in our CRM on every interaction * Maintains working knowledge of all company products, services, and processes. * Assists in training new employees in addition to other duties as assigned by management. _Knowledge/Skills/Abilities:_ * Proficient in Microsoft Office; Excel, PowerPoint, Word. SAP and Zendesk preferred. * Interpreting KPI’S * High level of English * Excellent written and verbal communication skills * Ability to research answers using multiple resources to satisfy customer inquiries in a timely manner. * Patience and positive attitude _Education/Experience:_ * High School Diploma or its equivalent required * 6 months to 1 years’ worth of experience within customer service and call center environment ** _We Don’t Just Build The World, We Build Innovative Technology Too._** Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 43,500 professionals in 60 countries across the globe. Here, you’ll get the un