Customer Service Representative - Tier 1 AU

• Answer all inbound calls/chats/emails within SLA
• Meets QA requirements (90+ score consistently), productivity (min. of 50 tickets), CSAT (4 stars min. and 20% Response Rate) and other key performance metrics (70% - FCR, 6.5 minutes AHT, <10 seconds ASA, attendance)
• Courteous, shows empathy, develops rapport, and expresses appreciation.
• Use clear and concise case documentation.
• Escalates complex issues appropriately.
• Ability to comprehend issue(s) and try to resolve them on first contact.
• Uses appropriate macros per workflow.
• Uses appropriate grammar, sentence structure, or syntax.
• Drives daily actions based on discussion & guidance from Team Lead
• Basic product knowledge, able to search product info on partner portals (Amazon, Walmart, Wayfair, etc.)
• Work with multiple internal departments and BPO partners to resolve customer issues.
• Good product knowledge and ability to improve over time.

Snapshot of Your Impact

• By 3-month mark: Comfortable in handling front-line customer calls, chat, and email contacts with minimal support.
• By 6-month mark: Can analyze and recognize trending customer service issues and confidently de-escalate customer escalations. Exceeds KPI expectations.
• By 12-month mark: Fully functional. Contributes ideas and strategies to improve customer service delivery. Can confidently make decisions on product replacements and refunds.

Required Skills, Experience, and Qualifications

• Proficient computer skills and experience with MS Office
• Excellent communication (written and verbal) skills.
• Good comprehension skills
• Good documentation skills
• Previous call or contact center experience, 3 6 months.
• Flexible to work multiple shifts, including weekends.
• Can handle multiple tasks.

Preferred Skills, Experience, and Qualifications

• At least a high school graduate
• Experience with Gladly or other ticketing systems like Zendesk, SAP, Shopify, and MS Office preferred.
• Amendable to work on dayshift schedule
• Willing to work onsite in Clark Center, Bethaphil
• Coachable
• Proactive
• Quick learner
• Collaborative