Sutherland
Telecommunications
RetailCustomerCareAssociate
“Retail Customer Care Associate at Sutherland. Skills: Customer care, Customer satisfaction, Customer retention. Identify and assess clients’ needs. Build sustainable relationships and trust”
What You'll Achieve.
Achieve satisfaction; Ensure excellent service standards; Respond efficiently to clients inquiries; Maintain high customer satisfaction
Industry & Context.
Problem solve; Troubleshooting
Work onsite
What They're Looking For.
Must Have
4 CXC/GCE subjects inclusive of English Language and a numeric subject, U. S. high school diploma or GED, valid government issued ID, TRN card, NIS card, flexible availability to work any day and any assigned shift weekly, able to train and / or work onsite, pass a criminal background check, pass a drug test
Nice to Have
Experience in customer service, CRM applications experience
What You'll Do.
Identify and assess clients’ needs
Build sustainable relationships and trust
valid and complete information
Meet personal/customer service team sales targets
Meet call handling quotas
Handle customer complaints
Provide appropriate solutions and alternatives
Follow up to ensure resolution
Keep records of customer interactions
Process customer accounts
Follow communication procedures
guidelines and policies
Demonstrate Reliability
Handle a high volume of contacts
Exceed customer satisfaction
Meet customer service efficiency metrics
Build a relationship with customers
Understand customer concerns
Find the best solution
Address their problem thoroughly
De-escalate customer concerns
Use conflict management skills
Balance customer needs with business options
Maintain professional composure
Solve customer problems
Achieve first contact resolution
Juggle navigating multiple browsers
Answer questions quickly and effectively
Navigate technology on a daily basis
Escalate systemic issues
Identify areas where improvement is needed
Share trends with leadership
How You'll Work.
Team & Collaboration
Cross-functional teams
Communication Scope
Verbal communication; Written communication
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