The Customer representative will deal with customers remotely using all the means, systems and procedures put at their disposal in order to find the best possible solution for their customers. They manage incoming and outgoing contacts: phone calls, emails, letters, chat, instant messaging, social media…and ensure full customer satisfaction at all times.

CUSTOMER CARE & METHODS

• Active listening to customers in order to service their needs, through a thorough discovery of the customer requirements
• Empathy with customer & colleagues
• Ability to carry out a diagnosis and answer customer issues
• Proposing solutions to meet customer needs while respecting company processes
• Highlighting and promoting the solution, whilst being sure that the customer understands and has agreed the solution
• Ensuring personalised care on each occasion
• Developing customer loyalty, and promoting brand image
• Being organised, professional at all times

MANAGING CUSTOMERS

• Applying techniques of remote customer care
• Reassuring customers and adapting communication according to the correspondent’s profile
• Defending proposals to the customer using positive and professional language, drawing on product and company knowledge
• Simultaneously managing the tools and keeping control of the customers conversation
• Escalating if necessary to a competent counterpart for resolution
• Gathering and summarising information to complete the customer file and qualify calls
• Reporting all malfunctions encountered
• Remaining aware of the product environment

IDEAL TRAINING & EXPERIENCE

• Fluency of language used with the customer, both spoken and written
• Competence with office/PC & automation tools
• Excellent telephone skills; good writing skills
• Passionate about delivering customer service
• Previous Customer Service delivery experience