Customer service operations for UK premium retail customer.
The successful candidate will require an aptitude for working to assist client user’s inquiries, request or orders through Live Chat and Social Media channels with excellent written communication.
Act as a single point of contact for live chat and Social Media from users regarding their orders/ queries etc. through delivering excellent customer experience
Delivering fast and efficient service assisting customers with their immediate needs
Resolve problems at the first point of contact in a friendly and helpful manner and take personal accountability for the resolution of customer concerns.
Immediately deal with or escalate suspected or recognised customer issues as per defined procedures.
Achieving Key Performance Indicators (KPI’s) whilst maintaining excellent quality
Adhering to TechM and customer procedures, policies, confidentiality guidance and data protection legislation
Work independently and within a team to maximise team potential
Communicate well with internal and external contacts
Manage multiple assignments simultaneously without any / minimal guidance or help from seniors or peers team members
To ensure that breaks are pre-approved by SME, Team Leader or Manager
Promptly escalate unresolved cases to the resolution support team
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to all service management principles
Any additional ad hoc tasks that may contribute to a better service to the client with quality or improvement to the KPI
Sales skill and experience of Retail is an advantage
Good grasp and understanding of customer engagement
Excellent English/Russian/German/French verbal and written communication skills
Has good grasp of language and can handle complex subjects and detailed conversation in respect to customer service effectively and appropriately in demanding situations
Excellent multitasking skills and has the ability to shift to chat & social media support and various systems when needed
Ability to express oneself in a fluent and spontaneous manner.
Excellent comprehension skills
Strong problem solving skills
Ability to function and adapt in a rapidly changing and evolving work environment
Ability to work independently
Excellent problem solving skills with good interpersonal relationship building skills.
Ability to handle and de escalate irate customers
Minimum Education, should be High School
Need to be tech savvy/computer literate with a minimum typing skill of 30 wpm with 90% accuracy
Flexible approach to working 24x7,including rest days, holidays, weekends and extended hours, if required
Sr. Customer Support Advisor must have experience in:
Live Chat and Social Media Support, like Facebook Messenger, Instagram, Youtube, Twitter, LinkedIn, Snapchat Etc
Retails LOBs, majorly fashion categories
Knowhow of Payment Gateway like VISA, MasterCard, PayPal, American
Express, etc will be an advantage