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Call Center Representative

New Bedford Based New Bedford, MA
  • Expired: over a month ago. Applications are no longer accepted.

Must have experience working in a call center.

Experience in customer service and order processing, clear written and verbal communication skills, knowledge in troubleshooting, computer skills and proficiency, time management and organizational skills, ability to handle difficult customers while maintaining professionalism. Experience in an office setting and knowledge in office responsibilities and tasks.

Responsible for acting as a liaison between customers and company. Assists customers with complaints, technical support issues, orders, errors, account questions, cancellations, and other inquiries. Follow up and resolve customer issues effectively and efficiently. Communicate product deficiencies, trends and customer related issues to direct manager. Maintain current product knowledge. Work closely with direct manager to ensure proper delivery of customer service.

• Resolve customer complaints via phone, email, LiveChat, social media
o Phone and email communications are essential tasks
• Communicate and respond to product reviews
• Manage placement of standard orders, promotion orders, EDI orders
• Processes product returns, refunds, or exchanges
• Ensures order on time deliveries following the entire process from order to shipping
• Communicates delays or discrepancies
• Manage back orders
• Advise customers on company information
• Offer first level technical support of product, online technical services, hardware and devices
• Assist customers with product selection and features
• Create and follow up on technical and product discrepancy related cases
• Works with technical and cartography teams on resolving customer related issues
• Product testing
• Create and close customer call records
• Categorizes case records for reporting
• Keep abreast on latest product releases and features
• Inform customers of promotions
• Report customer related activities to area sales managers
• Creates knowledge articles
• Maintain user support manuals
• Maintain customer database
• Maintain and archive customer files

New Bedford Based

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New Bedford, MA