Share this Job
Apply now »

Virtual Customer Care Specialist Job

Job Classification:  Semi-Remote

What will be your role ?

We are recruiting for a Virtual Customer Care Specialist who will be one of the first points of contact between our customers and the company.  
Reporting to the Customer Service Director and in collaboration with the Customer Service team, you will be responsible for daily (e-commerce) order processing, helping customers via the internet with questions and order support, giving additional information about products and services, software registrations and processing returns. 
Our Customer Care team works in a dynamic customer centric environment and plays an important role in maintaining a level of service that sets us apart from our competitors. 
If you love to go above and beyond because it's what you believe in and not only to hit objectives then we’d like to hear from you !

How you will contribute:

• Deliver high quality Customer Service via phone, email, chat, social media and text messages
• Process orders via different sources (e-store, email, phone)
• Create and place purchase orders and proactively follow-up with suppliers for Field Device products
• Contribute to Field Device product sales by identifying add-on sales opportunities with existing clients
• Learn and maintain product knowledge to provide first level product selection support to clients via our multiple platforms
• Document details of calls & customer interactions in the appropriate systems
• Navigate multiple systems, programs, and screens at the same time
• Capture and input information while conversing with customers online
• Manage, research, and resolve inquiries, concerns, and issues quickly
• Liaise with relevant departments (ex. Operations, Shipping, Accounting, Sales) to execute, prioritize and schedule orders to ensure high customer satisfaction
• Perform software registration and license requests
• Process return of merchandise requests
• Prepare e-commerce customer support reports
• Be proactive by improving the available tools and the internal ISO processes within the department.
• Write help articles, FAQs, generic chat scripts
• Create and sustain friendly yet professional relationships with our clients

Qualified Applicants will have:

• College degree or equivalent experience
• Strong e-commerce experience
• Strong computer skills in Microsoft Office applications and the ability to learn new applications quickly
• Typing skill at 55-60+ wpm or more with 90% accuracy
• Proven success in customer service and/or in a consultative sales environment (2 years+)
• Exceptional English written and verbal communication skills, great phone etiquette and elevated speech
• Ability to adapt communication style to a wide variety of personalities and situations
• Passion for building customer loyalty through exceptional listening and consultative relationship building
• Negotiation and conflict resolution
• Empathy and resolution-minded aptitude
• Ability to analyze information, ask probing questions and make decisions related to order processing/deliveries and client inquiries
• Integrity to manage sensitive customer information
• The ability to prioritize your workload
• Resilience needed to maintain a steady stream of customer calls and social media chats while seeking information and maintaining efficiency and customer satisfaction
• Commitment to implementing feedback as a means of achieving individual and team performance goals
• Timeliness and reliability
• Team player; able to develop great relations with co-workers

Assets :
• Experience with Infor Syteline ERP
• Knowledge of Building Automation and/or HVAC and/or telecommunication equipment
• Knowledge of Niagara licensing
• Experience with Microsoft Dynamics or other CRM software.
• Experience in manufacturing sector

Req ID:  3328

Job Segment: Telecom, Telecommunications, ERP, HVAC, Customer Service, Technology, Operations

Apply now »