Job Title

Experience Previous Customer Service Experience: 5 plus years of experience in any customer-facing role, particularly in a contact center environment, is highly valued. Experience in a B2C (Business to Consumer) Setting: Familiarity with handling consumer inquiries, even if they’re not technical in nature, would be an asset. Customer Service Skills: Strong Customer Focus: Ability to empathize with customers, address their concerns, and deliver excellent customer experience, even if the issue cannot be fully resolved in the first interaction. Patience and Professionalism: Ability to remain calm and professional in all situations, especially when dealing with frustrated or upset consumers. Clear Problem Solving: Ability to provide basic support (e.g., assisting with product inquiries, warranty coverage, registration of products, locate documents) or direct the customer to the appropriate online resources. De-escalation Skills: Ability to manage challenging situations and de-escalate conflicts, ensuring that the consumer feels heard, and their concerns are addressed. Problem-Solving Abilities: A strong ability to analyze issues and provide clear and accurate solutions. Even though it’s a first-tier role, the ability to handle basic concerns and escalate when necessary is crucial. Call Handling Skills: Efficient in managing call flow, multitasking (e.g., using CRM tools while talking to customers), and maintaining professionalism in every interaction. Conflict Resolution: Ability to de-escalate situations with upset or frustrated consumers and provide satisfactory resolutions. Communication Skills: Fluent English Proficiency: As the role supports U.S. consumers, fluency in English is essential. This includes clear verbal communication, proper pronunciation, and professional tone. Excellent Verbal and Written Communication: Ability to communicate clearly and effectively both over the phone and in writing. This is crucial for maintaining a positive customer experience and resolving issues. Active Listening: Good listening skills are important to understand the customer's concerns and guide them appropriately through non-technical solutions. Cultural Sensitivity: Understanding of U.S. communication styles, expectations, and cultural differences to ensure smooth and effective interactions.