Customer Care Representative II

About National Pen Company

Pens.com's personalized promotional products are created for and inspired by small businesses. With 56 years of experience and serving 22 countries worldwide, Pens.com offers MORE value, savings and time to customers through expert guidance on a broad range of personalized promotional products, including writing instruments, stationery, drinkware, bags, gifts, and trade show accessories. Pens.com operates via a network of more than 10 facilities across North America, Europe, Africa, and Asia.​

Summary

At National Pen, we are looking for Contact Centre Support Specialist who are motivated, enthusiastic, customer care and sales oriented self-starters. We are passionate about people and performance excellence and put our customers at the Centre of everything we do. Join our diverse, in-house, team where you will feel valued and inspired to contribute your unique skills and experience. This role serves as the primary point of contact for National Pen external and internal customers, where they provide post-sale assistance. The ideal candidate must have experience working in a customer care, chat and back office environment driving consistent growth while providing outstanding customer care. This role requires you to be focused and continually striving to grow the business and customer loyalty.

Responsibilities

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with our without notice.

• Supports Three Channels, Chat Support, Care Phone Representative II and Back office Support:

  • • Collect and process web, phone, email, and chat sales orders and support needs
  • • Assist Customer Care with incoming overflow calls when necessary.
  • • If needed, contact the customer to follow up on any order or service related issue
  • • Interface with other departments and management to resolve issues
  • • Track and report backlog to management as/when specified
  • • Flexibility to work any 8.5 hour shift including weekends and holidays
  • • Ability to work simultaneously with multiple customers via Chat where/when needed
  • • Receive Incoming calls and assist with customers queries
  • • Place outgoing calls as needed
  • • Any other duties as assigned by management
  • • Support the business with any and all related issues of the entire inbound department as requested by management.
• • Communicate with customers in response to incoming calls, fax, email or mail consisting of customer orders, inquiries regarding orders, account balances, product information and/or questions about the web
• • Provide excellent customer experiences through various media forms; phone calls, emails
• • Be accountable for sales, call quality, and other key metrics that drive continued growth and improvement in the call Centre.
• • Maintain customer databases by entering and updating relevant information
• • Take ownership for enhancing the company’s reputation by creating new and unique customer requests and by exploring opportunities to add value to your role
• • Comply with company policies, safety rules and regulations for personal and as pertaining to other employees. Maintain work area, equipment, and supplies in a neat and orderly condition. Report any problems or difficulties to the leadership group. Assist others/perform other duties when time permits or when so instructed.

Required Knowledge, Skills and Competencies

• • Familiarization with computer applications such as MS Office suite
• • Be able to type 40 wpm (minimum)/ Must possess accurate data entry skills
• • Sales/Contact Centre experience is a plus
• • Highly motivated to achieve your earning potential.
• • Ability to communicate effective using various mediums
• • High caliber of execution against targets and tasks
• • Ability to work accurately with numbers and data in a fast paced, productivity-oriented environment
• • Good interpersonal skills to understand customer inquiries or complaints
• • Possess strong written and verbal communication skills
• • Make independent decisions, demonstrate good judgement, and pay attention to details
• • At least 1 year experience in customer care/sales/back office support/chat or call Centre
• • Ability to work in a very structured environment with a diverse workforce
• • Supports Three Channels, Chat, Phone and Back office Support. You will start training and work deliverables with any one assigned channel and be moved to any other channel as business needs dictates.
• Language Skills:

  • • Excellent communication skills. Ability to read and comprehend instructions, correspondence, and memos. Ability to write simple correspondence using proper grammar and professionalism. Ability to effectively present information to customers and other employees of the organization. Bilingual skills are a plus.
• Mathematical Skills:

  • • Must possess the ability to work accurately with numbers and data in a fast paced, productivity-oriented environment.
• Reasoning Ability:

  • • Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

Preferred Qualifications

• ★ High school diploma or 4 High School passes (to include English Language and a Math related subject)

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