Job overview
We are seeking an experienced and dynamic Contact Center Representative who must handle both incoming and outgoing calls, providing assistance to customers, and ensuring customer satisfaction.
Key responsibilities
- Handle all incoming calls politely, in a customer-friendly manner with the appropriate set phone greeting.
- Engage with customers via live chat, email, and chatbot-assisted interactions, ensuring quick and accurate responses.
- Monitor chatbot conversations and intervene when necessary to provide a human touch.
- Screen customer request properly and transfer to relevant personnel.
- Assist customers in navigating self-service tools and digital platforms.
- Identify FAQs and collaborate with the digital team to improve chatbot responses.
- Gather customer feedback on chatbot and digital interactions to optimize responses and enhance automation.
- Train and familiarize yourself with AI-assisted customer support tools to improve efficiency.
- Call customers to inform them about the company’s new products, services and policies
- Upsell products and services.
- Ensure that all customer interactions, including calls, chats and emails, are logged as per procedures.
- Promptly escalate unresolved issues to the relevant department.
- Produce detailed reports on customer interactions, highlighting trends in digital engagement.
Requirements
- At least SC or equivalent.
- At least 2 years of relevant work experience in a customer service role (preferable in automotive industry)
- Experience with live chat, chatbot systems, or digital customer support tools is a plus.
- Proficient with computer applications and CRM systems.
- Proficient in French and English.
- Ability to work according to work schedule and target dates and times.
- Ability to anticipate difficult situations and resolve satisfactorily.
- Ability to effectively communicate information and respond to questions in person-to-person.
- Ability to compute rate, ratio, and percent and to prepare and interpret bar graphs.
- Ability to deal with problems.
- Work according to set schedule + Planning Considerable responsibility with regard to general assignments in planning time, method, manner, and/or sequence of performance of own work.
- Ability to work under pressure.
- Performs work operations which permit frequent opportunity for decision-making of minor/major importance.
How to apply?
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