Key Accountabilities
- Manage a high volume of incoming customer calls, chats, and emails.
- Identify and assess customers needs to ensure satisfaction.
- Build strong, sustainable relationships and trust with customers through open, professional, and interactive communication.
- Provide accurate, valid, and complete information using the appropriate methods and tools.
- Meet or exceed client performance metrics and service obligations.
- Handle customer complaints by providing appropriate solutions and alternatives within established timeframes. Follow up as needed to ensure successful resolution.
- Maintain accurate records of customer interactions, process customer accounts, and file relevant documentation.
- Follow established communication procedures, guidelines, and company policies.
- Go the extra mile to engage customers and provide an excellent customer experience.
- Perform other duties, special assignments, pilot activities, cross-skilling opportunities, and business-critical tasks as assigned to support changing operational and customer needs.
What Will Make You a Great Fit for the Team
- Strong written and verbal communication skills in both French and English, with excellent telephone etiquette.
- Acts with Integrity by consistently following operational processes, policies, and quality standards.
- Demonstrates Divine Discontent by identifying opportunities to refine processes, improve execution, and achieve better customer and business outcomes.
- Strong attention to detail, with the ability to multitask efficiently while maintaining speed and accuracy.
- Approaches complex problems with a logical mindset and seeks the most efficient solutions available.
- Demonstrates dedication to troubleshooting problems and finding effective resolutions.
- Listens carefully to customers with the goal of fully understanding their situations and concerns. Focuses not only on what customers are saying, but also on determining the actions needed to resolve their issues.
- Demonstrates a high level of empathy, patience, and resilience when assisting customers with technical issues.
- Flexible and able to adapt to the changing needs of customers, the business, and the team.
- Possesses existing knowledge of technology or demonstrates a willingness to learn and stay up to date with changes, particularly in the device protection and consumer home technology space.
- Demonstrates emotional resilience and maintains a positive, results-focused can do, challenge accepted attitude.
- Exercises good judgment by independently assessing situations, evaluating available information, and making thoughtful and confident decisions.
- Takes ownership of customers problems, confidently manages customer interactions, and reassures customers that they are in capable hands while working toward an effective solution.
Qualifications
Education
- Minimum high school diploma or equivalent (required).
Language
- Strong French and English speaking skills (required).
Experience (PHL)
- Minimum of two (2) years of experience in a voice-based customer service role.
- Experience providing email and/or chat support is considered an advantage.
- Ability to understand different accents and communicate clearly using a neutral accent.
- Excellent online communication skills, including spelling, grammar, tone, and professionalism.
- Strong teamwork and collaboration skills.
