**IntouchCX: Leading the Global Customer Experience Revolution**
IntouchCX stands tall as a beacon of excellence in the realm of customer experience management, digital engagement, and innovative technology solutions. For over two decades, we've been at the forefront of revolutionizing how brands connect with their customers. With a vast workforce exceeding 18,000 dedicated professionals spanning the globe, we are unwavering in our commitment to delivering remarkable customer experiences for the world's most forward-thinking brands.
**About the Role: Championing Customer Service Excellence**
At IntouchCX, we're in search of an exceptional talent to join our esteemed team as a Customer Service Representative specializing in Chat and Email support. In this pivotal role, you will serve as a frontline ambassador for our brand, ensuring that every customer interaction is nothing short of exceptional. From addressing inquiries to resolving issues related to orders, inventory, and billing, you'll be the cornerstone of our commitment to customer satisfaction.
**Key Responsibilities: Driving Customer Delight**
- **Delivering Excellence:** Provide unparalleled customer service through our web chat and email platforms, leaving a lasting impression on every interaction.
- **Resolution Expert:** Handle inquiries and emails with precision, adhering to stringent quality and performance standards to ensure swift resolution.
- **Channel Management:** Identify and escalate critical issues to the appropriate channels for prompt attention and resolution.
- **Professional Resolution:** Professionally address customer complaints, utilizing our established guidelines to resolve issues effectively.
- **Meticulous Documentation:** Accurately document all customer transactions and interactions, ensuring comprehensive records are maintained for analysis and reference.
- **Collaborative Approach:** Collaborate with colleagues and cross-functional teams to address customer needs seamlessly.
- **Empathy and Patience:** Demonstrate empathy, patience, and attentiveness in every customer interaction, fostering positive relationships and customer loyalty.
- **Information Provision:** Furnish customers with relevant information and maintain detailed records within our system for future reference.
- **Adherence to Standards:** Adhere strictly to company policies and procedures in all customer engagements, ensuring consistency and compliance.
- **Continuous Learning:** Acquire a deep understanding of all operational processes and protocols, staying abreast of industry trends and best practices.
- **Performance Excellence:** Meet quality standards and performance targets by responding promptly to chats and emails, ensuring exceptional service delivery at all times.
**Requirements: Your Path to Success**
To thrive in this role, you'll need:
- **eCommerce Acumen:** A fundamental understanding of eCommerce websites and their operational dynamics.
- **Communication Prowess:** Excellent verbal and written communication skills to effectively engage with customers.
- **Customer-Centric Mindset:** The ability to tailor responses to meet the unique needs of each customer, ensuring personalized service delivery.
- **Adaptability:** Comfort working in a dynamic, fast-paced environment, where priorities may shift rapidly.
- **Organizational Skills:** Strong organizational skills to manage multiple tasks accurately and efficiently.
- **Tech Savvy:** Proficiency in using both phone systems and computers to navigate our digital platforms.
- **Flexibility:** Willingness to work various shifts, including days, afternoons, evenings, weekends, and holidays, to meet customer demands.
- **Numerical Aptitude:** Basic proficiency in mathematics to handle billing and inventory-related queries effectively.
- **Experience:** 0 to 5 years of experience in the call center industry, preferably in Chat/Email Operations.
- **Education:** Any Graduate degree is preferred, but not mandatory.
**Ready to Embark on this Exciting Journey?**
If you're ready to embark on this exciting opportunity and become an integral part of our dynamic team, we invite you to submit your application today. Let IntouchCX discover more about you and connect you with this rewarding role where every interaction is an opportunity to make a difference in the world of customer experience!
