Senior Customer Support Specialist – Quality
ResMed
Cloud
Senior FCR Specialist, Customer Service
Staples Promotional Products
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $17 - $19 per hour
Job Level
Senior
About the role
- HiTouch eMarketplace First Call Resolution Specialists are responsible for interacting with our customers in response to electronic inquiries stemming from our eMarketplace platforms (Amazon, eBay, Walmart, etc)
- Complete returns, research, website assistance and problem resolution in a single contact.
- Act as liaisons between multiple departments in order to obtain accurate and complete problem resolution on the very first contact with our company.
- Answering customer inquiries to learn about and address their needs, complaints, or other issues with products or services.
- Focus on first contact resolution by responding efficiently and accurately to customers, explaining possible solutions, and ensuring that they feel supported and valued
- Utilizing software, databases, scripts, and tools appropriately.
- Understanding and striving to meet or exceed customer service metrics while providing excellent consistent customer service.
- Making sales or recommendations for products or services that may better suit client needs.
- Taking part in training and other learning opportunities to expand knowledge of company and position.
- Adhering to all company policies and procedures
- All other duties as assigned
- A quick-thinking ability
- Problem-solving skills
- Stellar written communication skills
- Strong problem solving & critical thinking skills
- Capability to manage, organize, and complete tasks that require follow-up
- Ability to multi-task and thrive in a lively environment
Requirements
- High School Diploma or equivalent required
- 1+ years in a customer service environment required
- Holiday rotation is required
- Weekends/2nd shift hours could be required
