Ejecutivo Telemarketing Turno Vespertino

at  IEU Universidad

JOB SUMMARY

Reporting to Customer Service Manager, the Customer Service Relations Officer is responsible for providing an high quality and efficient customer service to prospects and customers through different channels (phone, email, sms, chat, …) both inbound and outbound in order to improve sales results for the Business.
The role will also manage all organizational aspects understanding needs (customers/Company) and applying qualitative standards of product/service stimulating development of the relationship

EDUCATION & SKILLS

• Language capabilities:
• 3 Officers: fluency in english (french is a strong plus); at least one with good french (able to backup for emergency or residual cases the “french speaking” officer)
• 1 Officer : fluency in French and english (italian is a strong plus)
• Any officer: able to speak in spanish or portoguese is a strong plus
• At least 3 year of experience in customer service (phone channel inbound and outbound mandatory)
• Analytical capabilities potential
• Strong communication and listening capabilities
• Strong sales and problem solving approach
• Strong teamworking approach
• Able to work under pressure
• Good knowledge of excel and power point and CRM tools (Salesforce experience is a plus)
• Available to work on shifts (Monday to Friday opening hours between 8am and 8 pm)

• Provides properly, effectively and timely answers to prospects and customers through the different active channels (inbound calls, chat, email, ..) tracking and monitoring activities and results
• Act proactively in order to minimize information and tools gaps with the aim of improving the service offered
• Find effective solutions in managing a complaint or disservice demonstrating the value of the Company
• Create a climate of trust to retain customer loyalty
• Run outbound campaigns (mainly through phone calls and emails/sms) to push sales results
• Adopt and comply to the Company standards and procedures
• Follow direction, suggestions and communication from the team leader in order to maximize service efficiency and sales results
• Contribute to create and maintain a high-quality work environment so all team members are motivated to perform at their highest level