Full-Time Customer Service Representative
Safilo USA - Secaucus, NJ
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Job Description Job Description Safilo is looking for a positive and effective individual for a Full-Time Customer Service Representative position within the Customer Service Department.The Customer Service Representative will be located at the North America Headquarters located in Secaucus, NJ. We are looking for a highly skilled Call Center Representative to join our team who will be the liaison between our company and our customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints, and inquiries, keeping customer satisfaction at the forefront of every interaction. Key Accountabilities:Answer inbound calls, chats, and emails, providing accurate, satisfactory answers to their queries and concerns utilizing telephone scripting, chat canned responses, and email templates.Order Entry and subsequent review, providing updates and information about billing, shipping, warranties, and other account information as required.Resolve problems by clarifying issues, researching, and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems.De-escalate situations involving dissatisfied customers by offering assistance and support. Escalate customer concerns to the team lead rep and/or supervisors when warranted.Upselling of new products, services, and promotions offered.Guide accounts through troubleshooting, navigating the company website, or using the products or services offered.Open research tickets for invoiced orders requiring after-shipment problem resolution through the ticketing platform.Recommend improvements for systems and processes to boost organizational efficiency.Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality.Performs other duties as assigned.Role competencies and skills:Prior experience in SAP is preferred.Two or more years of experience taking calls in a fast-paced inbound call center is requiredFamiliar with using an ACD phone system is requiredIntermediate data entry and documentation skillsExcellent written and verbal communicationExceptional active listening, attention to detail, and problem-solving skillsInterpersonal and rapport-building skills with our customersA patient and empathetic attitudeStrong multi-tasking, prioritizing, time management, and organizational skillsAdaptability and flexibilityExpertise in conflict resolutionComfortable working in fast-paced and continually changing environmentWorks well under pressureIntermediate knowledge of Microsoft Office, the Internet, and Live Chat platformsHigh School Diploma or equivalentFamiliarity with CRM (Customer Relationship Management) system, Fresh Desk or other, is a plusFamiliarity with WFO (Workforce Optimization), Calabrio, NICE, or similar is a plus
Created: 2024-04-20