Customer Service Rep / Sales Rep - Inbound & Outbound Call Center
The right candidate will be an exceptionally skilled and experienced customer service representative. An ambassador of customer service, a true champion for our customers and our company.
Candidate will provide customer support and sales processing on inbound, outbound, ticket and live chat basis. The candidate will be provided with full training however must posses incredible and demonstrable customer service & sales abilities.
Candidate will be responsible for all customer service requirements, including but not limited to:
Inbound and outbound support and sales calls from/to potential and existing customers
Ticket management, responding to written inquiries
Taking ownership of problems and fully resolving them
Consistently meet all goals, targets and SOP standards asked of you
Selling, up-selling products and overcoming objections
Closing sales and cancellation prevention
We are a 24/7 operation - you will be paid for 40 hours per week, full time.
You must be available to work on a rota basis when required, which could be US daytime, evenings, nights or weekends if and when required. It is anticipated that, for training at least, you will work EST 9-6 with a progression to evenings and weekends afterwards. But full flexibility is required.
You must NOT have had any ISP, PC or other issues (e.g power) within the last 6 months, or have a backup available for at least the same broadband quality. There are no exceptions to this - your equipment must be 100% reliable, so if you regularly experience ISP, PC or power issues, please do not apply.
You must also use a Windows PC (XP or above) in good standing in.
This position will immediately handle tickets and inbound / outbound phone support in a customer support and sales representative capacity. Must be able to handle escalated-level customer service needs. Must be able to build rapport with any customer instantly.
Requires a thorough understanding of customer service requirements, including meeting their needs, empathizing, use of all available tools to provide the correct information fast.
You must be available for your entire shift, work in a quiet noise-free environment and have a noise-cancelling headset. . You must treat all client information in the strictest of confidence (NDA required).
This position requires a thorough understanding of phone systems, web navigation, contact/call center terms, inside sales and customer retention.
Provided training will include our proprietary CRM systems. You will receive regular coaching and performance review to assist you in improving your skills, and must be experienced and willing to take feedback and make the necessary improvements when required.
Education & Experience
Bachelor's degree in business management, operations management, sales and marketing or related field of study preferred, but not required.
Three years or more experience in contact/call center customer service and sales (inbound and outbound experience)
A proven track record of successfully providing exceptional customer support, achieving and exceeding performance and sales goals, with references available.
Inside sales/service experience preferred.
Equivalent combination of experience and education. Education and/or experiences may run concurrent.
Knowledge and Skills
Experience handling both sales & support over the phone, email and Live Chat
Strong sales experience and a keen drive to earn bonuses based on performance
Must possess strong problem solving and communication skills and have good judgment.
Excellent, clear and friendly English (verbal & written)
Must possess a strong professional image
Ability to control and manage potential call escalations by following recommended practices
Must be able to multi-task well and work independently with minimal supervision
Must have strong PC skills with a working knowledge of Microsoft Word, Excel and also Google Docs
Must have a fast and accurate speed of typing of AT LEAST 60 words per minute
If you believe you meet all of the above, contact us ASAP - this is an urgent role that can start tomorrow for the right candidate.
Also, just so we know you're a serious applicant and read all this, please add the third letter of the alphabet to the top of your cover letter. Finally, please attach a short audio sample of your voice so we can assess your level of English and your best customer-friendly voice. Responses without this will be immediately classed as recycled cover letter spam.
Please be available for telephone interview immediately via telephone or Skype.
Skills: live-chat, customer-relations