Customer Experience Representative – CER – Back Office
The Back office Customer Experience Representative (CER) will act as a liaison, provide product/services information and resolve any emerging problems/issues that our customer accounts might face with accuracy and efficiency. The service might be provided via e-mail, chat, web, social media or any other means of communication required by the service.
Provide superior customer service by assisting clients, using the corresponding communication channel, , e-mail, chat, web, social media,etc.
Manage large amounts of workload (incoming and outgoing emails, chats, social media cases etc.).
Identify and assess customers’ needs to achieve satisfaction.
Build sustainable relationships and trust with customer accounts through open and interactive communication.
Provide accurate, valid and complete information by using the right methods/tools.
Administratively process, via different computer applications, all which agreed upon with end users to satisfy demand.
Follow communication procedures, guidelines and policies. Be up to date with new procedures, products and services, in order to effectively manage assistance to the customer.
Attracts potential customers by answering product and service questions; suggesting information about other products and services.
Minimum studies: Compulsory Secondary Education. Bachelor’s degree, vocational and/or university training is an advantage, together with training related with the typology associated with the service assigned to the work post.
Knowledge of the Client Organisation product is an advantage.
Customer support experience or experience as a client service representative is an advantage.
Excellent written communication and redaction skills (Bilingual French and English) with ability to demonstrate tact, professional and personalised interaction with client.
Familiarity with CRM systems and practices.
Customer orientation and ability to adapt/respond to different types of characters.
Ability to multi-task, prioritize, and manage time effectively.
Ability to analyse and solve complex issues that may require research and creative solutions, making sound decisions with limited supervision.
Ability to work with minimal supervision in a fast-paced environment.
High level of skill in entering data into computer while talking with callers.
Ability to maintain the highest standards of confidentiality and display professional ethical conduct.
Demonstrate a process-improvement mind-set and self-driven approach with a can-do attitude toward both internal and external customers.
Exceptional relationship-building skills and ability to work in a team of peers.
Office package (Word/Excel/PowerPoint): Intermediate level.
Google Apps: Intermediate level.
Very proficient in computer navigation, multi-tasking and working with several software programs at the same time.
Languages knowledge (CEFR Proficiency based)
[French] C Level
[English] B Level
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Location: Centre Urbain Nord, Ariana 1080, Ariana
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