Call Centre Industry
Our client operates within the call center sector and is looking for Customer Experience Representatives to work from home on a temporary basis.
Job Summary:
| Employment Type | Contract |
| Rate | $30.00 per hr. |
| Location | Work from home |
The Customer Service Representative – Breach Services position involves interacting with consumers to address inquiries and resolve escalated issues related to compromised personal information.
Duties/Responsibilities:
- Provide support and information to consumers regarding compromised personal data via telephone.
- Validate consumer identity and review relevant materials with the consumer.
- Utilize customer service skills and active listening to de-escalate calls.
- Manage fluctuating call volumes, handling up to 60 incoming calls per day.
- Address customer questions and complaints, forwarding complex issues to specialists as needed.
- Document detailed notes in Salesforce.
- Ensure appropriate actions are taken to resolve customer concerns.
- Assist consumers in signing up for ID protection or credit monitoring services.
- Perform additional related duties as assigned.
Qualifications and Requirements:
- Excellent communication skills, including active listening.
- Service-oriented with the ability to resolve customer grievances.
- Proficient computer skills and ability to learn new software.
- Ability to work independently.
- Demonstrate excellent phone and email etiquette.
- Communicate in a friendly and pleasant manner.
- Maintain strict confidentiality.
- Work effectively as a team player.
- Proactive, self-disciplined, and self-motivated.
Education and Experience:
- 5 O’ Levels, including English Language.
- 1 to 2 years of customer service experience.
- Proficiency in Spanish or French is a plus.
- Proficient in MS Office and MS Outlook.
- Excellent time management skills.
Requirements:
Physical:
- Ability to sit for prolonged periods while working at a desk and on a computer.
Technical:
- A laptop with Windows 10 or 11.
- Apple computers or Chromebooks are not compatible.
Laptop Specifications:
- Minimum 8GB RAM.
- Processor: Core i3 or AMD Ryzen 3 PRO or higher.
- Working keyboard and mouse.
- Proper display screen without black spots or lines.
Software Requirements:
- Windows 10/11 OS.
- Microsoft Teams application installed on desktop with a Microsoft Teams account.
Accessories:
- Headset and microphone (Bluetooth or 3.5mm).
Environment:
- Private location with a computer desk and ergonomic chair.
Internet:
- 250 Mbps Download / 50 Mbps Upload.
- Backup internet from a mobile device.
Job Ref: RM