Customer Service Representative

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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