Customer Experience Agent managing customer inquiries at a digital finance company. Involves resolving issues, providing support, and maintaining customer relationships in Manchester.
About the role
- Field Support Representative providing call center support for Retail teams and internal employees. Handling various project inquiries and troubleshooting issues in a hybrid office/remote environment.
Responsibilities
- Answer incoming calls in a call center environment for the Retail teams, internal employees, and external customers.
- Occasional Outbound Campaign calls
- Provide accurate answers to a variety of issues including but not limited to:
- Project related questions
- New hire issues
- Systems and applications troubleshooting
- Materials tracking
- Time reporting
- Training course troubleshooting
- General procedures
- Listen to callers’ needs and/or issues and provide helpful solutions.
- De-escalate situations involving dissatisfied callers, offering patient assistance and support.
- Collaborate with other Agents to improve customer service.
- Guide callers through troubleshooting and navigating company sites, apps and/or devices.
- Complete orders for requests of materials for various projects
- Accurately document calls in a call center database.
- Maintain a working knowledge of retail store call procedures by working retail projects and resets in field alongside a Retail Field Representative on occasion to gain experience with Retail Representative and store procedures, product knowledge, and client knowledge.
- Complete various tasks as assigned.
- Provide project issue escalations to Team Leads and/or People Leaders
Requirements
- High School degree and/or equivalent experience in customer service, call center support, and/or the retail industry.
- Possess telephone and interpersonal and rapport building skills
- Demonstrate problem-solving and decision-making skills
- Strong communication skills, both written and verbal
- Active listening skills
- Adept time management and organizational skills
- Adaptability and flexibility
- Comfort working in a fast-paced environment
- Basic troubleshooting skills
- Experience in BMC Helix and/or other call center databases preferred
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