Company : Monark
Job Location : White Rock, BC, CA
Posted on : 2021-06-11T06:09:01.000000000Z
Job Description :
Monark Group is committed to helping great ideas live up to their fullest potential.
Our diverse team delivers world-class solutions across a diverse array of emerging & established lines of business.
At Monark, you will do work that matters with people that are committed to helping our vision become a reality.
Projects at Monark have an impact on the communities that our team members live, work & play in.
As our Customer Service Representative, you will be responsible to manage customer support related queries.
You will also be required to process orders, modifications, address and resolve grievances across various communication channels.
Your goal would be to provide the best in class customer service experience and make a positive impact on their lives through their journey with us.
What will you do:
Develop an in depth understanding of our business so you can act as a trusted advisor to our clients
Respond promptly to customer inquiries and provide live support via phone, email, web and chat
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Process orders, forms, applications, and requests
Keep records of customer interactions, transactions, comments, and complaints
Communicate and coordinate with colleagues, as necessary
Provide feedback on the efficiency of the customer service process
Proactively identify methods to improve the customer experience and contribute towards other initiatives related to process improvements or business development
Create and update process documentation as required
Proactively identify opportunities to increase revenue
Support with packing & shipping when needed
Other duties as required
In order to be successful, you bring:
Proven experience in a contact center, customer support or sales environment that includes exposure to quality assurance & learning and development programs
Education: high school degree is required; University degree is preferred
Ability to design & develop strategies to drive positive customer outcomes while at the same time providing amazing front line support
Excellent verbal and written communication skills, with solid command of English grammar, spelling and punctuation
You are energetic, adaptable, creative, collaborative and possess strong critical thinking skills
Familiar with enterprise-level chat & voice platforms
Availability to work include evenings or weekends as schedule may vary
Flexibility to work from the office and from home.
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