[xrecnet] Urgent Client Position ::: Email Customer Service : Location ::: Chicago

Hi,

 

This is Prasanna Kumar, Recruitment and Resources from CES USA Inc.

 

We have an urgent requirement as follows:

If interested please respond with resumes  in MS-Word Format to prasanna.mynampati@cesltd.com

 

Role: Email Customer Service

Duration: 6+ Months

Location : Chicago 

 

Job Description:

·         5 to 7 years of email-based customer support experience with a reputable company

·         Excellent written English language and problem solving skills in a call center environment

·         Professionally and accurately respond to customer inquiries by understanding questions, reviewing previous questions and responses, researching information in internal/external systems

·         Audit and correct email and web responses written by junior team members by following best practices and established guidelines

·         Work with an off-shore team and client managers to discuss performance; develop and implement improvement plans

·         Manage difficult and emotional situations across broad scenarios such as returns, order and product availability issues etc.

·         Able to provide personalized email responses, while tactfully customizing standardized responses; help optimize template based responses as needed

·         Work towards First Contact Resolution (FCR) and help increase CSAT scores

·         Ability to build rapport with customers by going the extra mile and adding value

·         Document customer inquiries and responses in appropriate profiles and systems

·         Identify trends in the current process and recommend ways to improve quality of service.

 

Thanks & Regards,
M.P.Kumar | Sr. IT Recruiter | CES USA INC
prasanna.mynampati@cesltd.com | 631-729-8502: Ext: 247
Web: www.cesltd.com

 

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