Email Chat and SMS Associate

Summary

Large e-Commerce Furniture Marketplace seeking Email and Chat Customer Service Associate Professionals to join our team. Candidate will act as a liaison, provide services information, answer questions, and resolve any emerging problems that our clients' accounts might face with accuracy and efficiency. Candidate should be genuinely excited to help clients. You must be patient, empathetic, and passionately communicative. The target is to ensure excellent service standards, respond efficiently to clients inquiries and maintain high customer satisfaction. These customers are based in North America.

Responsibilities

• • Identify and assess clients’ needs to achieve satisfaction
• • Build sustainable relationships and trust with customer accounts through open and interactive communication
• • Provide accurate, valid and complete information by using the right methods/tools
• • Meet personal/customer service team sales targets and call handling quotas
• • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• • Keep records of customer interactions, process customer accounts and file documents
• • Follow communication procedures, guidelines and policies
• • Take the extra mile to engage clients

• Demonstrate Reliability:

  • • Attendance and commitment to being present and on time for your full shift each day is crucial. This helps ensure we're ready and available to help our customers when they need us most. For unexpected events or issues, we require our representatives to be proactive in their communication and planning whenever possible.

• Handle a High Volume of Contacts:

  • • You will handle an estimated 50-60 emails, chat, SMS per shift. This is a fast paced environment and highly structured. There is little down time in this position as you are typically on back to back chats during your shift.

• Meet Our High Performance Bar:

  • • You’ll work to exceed customer satisfaction, excel in meeting customer service efficiency metrics, and other responsibilities as assigned.

• Engage Customers:

  • • You’ll need a passion for people. You'll be the voice of Wayfair and work to build a relationship with customers who contact us by inbound phone call, chats, and emails. Topics can range from returns, replacements, delivery, product availability, order status, and more.

• Listen Actively and Show Empathy:

  • • You will actively listen to understand customer concerns and leverage internal resources to find the best solution to thoroughly address their problem.

• De-Escalate Customer Concerns:

  • • Most customers contact us because they’ve had a problem and need your help. You will use your conflict management skills to balance the needs of the customer with the options from the business while always maintaining a professional composure.

• Problem Solve:

  • • Solutions aren’t a one-size-fits-all approach so customer service representatives do not read from pre-populated scripts. You will be given a level of autonomy to help customers find the right solution. You’ll need to think analytically to solve customer problems in a first contact resolution approach.

• Multitask:

  • • You’ll need to juggle navigating multiple browsers, tabs, tools, and screens in order to quickly and effectively answer questions. The ideal customer service representative will be familiar with computers and can effectively navigate technology on a daily basis.

• Escalate Systemic Issues:

  • • Help us continuously improve. You’ll identify areas where improvement is needed on behalf of their customers and share any trends with leadership.

Qualifications

• • A minimum of 4 CXC/GCE subjects inclusive of English Language, or a U.S. high school diploma or GED.
• • Must have a valid (not expired) government issued ID, TRN and NIS card.
• • Must have flexible availability to work any day and any assigned shift weekly.(Weekends and Public Holidays).
• • Must be able to train and / or work onsite.
• • Must have work at home capabilities for deployment to work at home as needed/required by the business.
• • Must have flexibility to return to site as required by the business.
• • Demonstrated ability to perform at a high level, to support our high volume of inbound calls.
• • Experience in customer service is an asset and preferred.
• • Good systematic problem solving ability , using sound business judgment, and following through on commitments to customers.
• • The ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps to satisfy those needs.
• • Excellent attention to detail.
• • See through the eyes of the customer.
• • Excellent verbal and written communication skills; able to translate Customer communication rapidly and effectively on live voice or chat interactions. proficient reading skills required.
• • The ability to project patience, empathy, caring, and sincerity in written words or voice tone, depending on channel.
• • Ability to effectively organize, prioritize, multi-task and manage time.
• • Multi-tasking skills, showcased through the use of several applications; experience working with CRM applications preferred.
• • Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience required.
• • Ability to type over 30 WPM with 80% accuracy.
• • Must be very tech savvy with strong abilities in handling troubleshooting techniques and resolving technical issues.
• • Inspire confidence and positively influence the behaviour, actions, and thoughts of others.
• • Must be able to pass a criminal background check and drug test as needed.
• • No commitments that will impact your ability to commit to work for the next 18 – 24 months

About Sutherland

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win. Sutherland was founded 35 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

Share This Job