Customer Service Representatives
Shepherd Technologies
Toronto, ON, CA
il y a 5j

Key Responsibilities

  • Resolve customer complaints via phone, email, mail, or social media.
  • Use telephones to reach out to customers and verify account information.
  • Greet customers warmly and ascertain problem or reason for calling.
  • Cancel or upgrade accounts.
  • Advise on company information.
  • Take payment information and other pertinent information such as addresses and phone numbers.
  • Place or cancel orders.
  • Answer questions about licensing and terms of sale.
  • Act as the company gatekeeper.
  • Suggest solutions when a malfunction occurs.
  • Attempt to persuade customer to reconsider cancellation.
  • Inform customer of deals and promotions.
  • Sell our software solution.
  • Utilize computer technology to handle high call volumes.
  • Work with customer service manager to ensure proper customer service is being delivered.
  • Close out or open call records.
  • Compile reports on overall customer satisfaction.
  • Read from scripts.
  • Handle changes in policies or renewals.
  • Requirements

  • Bachelor's in Business / Technical degree preferred or equivalent experience;
  • 5+ years experience in a customer service role and a track record of listening and responding to customers’ needs and concerns.
  • Highly skilled in providing information regarding software solutions of the company.
  • In depth knowledge of taking orders, compute charges, and administer billing or payments.
  • Hands on experience in reviewing, updating or making changes to customer accounts.
  • Able to handle returns and complaints effectively.
  • Demonstrated ability to record details of client contacts and service history.
  • Proven ability to determine answers and solutions quickly.
  • Special talent for handling irate and angry customers.
  • Detail oriented, able to keep track of lots of data effectively
  • Ability to absorb new concepts and technologies quickly
  • Ability to multi task and manage priorities
  • Ability to work in a fast paced, dynamic, and fun team environment
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