Experience Inc. Jobs

DESCRIPTION

You will be responsible for ensuring 100% internal and external customer satisfaction consistent with company performance standards. As well, you will work to ensure consistency in delivering quality service across all customer touch points to continue our journey from Good to Great.

WHAT YOU WILL DO

You will work to ensure consistency in delivering quality service across all inbound customer touch points (Call, Chat, Email)

DUTIES AND RESPONSIBILITIES

• Respond to all incoming call, chat, and email interactions within grade of service targets; maintain an AHT (average handling time) as per targets and quality target of 90% by following all applicable processes and procedures.

• Handle 3 chats while researching various in-house applications and documenting the inquiry. Advisors must have the ability to work through several problems simultaneously to be effective.

• Provide professional and timely responses to customer inquiries on shipment status, ensuring service failures are minimal where possible, and that the customer is informed of all progress throughout.

• Gather and provide information on shipment status, address changes, proof of delivery and gather the appropriate details to ensure the timely completion of files that require additional support from other depts.

• Book pick-up calls using the automated dispatch system along with providing rates for both quoted and tariff customers.

• Keep the customer informed and updated, letting the customer know that it might take a few minutes to investigate their issue, to avoid potential customer frustration.

• Respond to customer inquiries quickly, directly, and concisely, helping to drive our NPA (Net Promoter Approach) score.

• Recognize tone, identify, and acknowledge frustration or anger, ask for clarification, demonstrate empathy, and ensure that the customer feels supported and help alleviate frustration.

• Respond professionally with the right choice of words to relay empathy, find creative ways to inject personalities into the conversation to establish an emotional connection with customer.

• Probe customer for value added service/upselling and sales lead generation to meet monthly targets.

• Adhere to all applicable call flow processes and quality assurance requirements.

• All other duties and tasks as assigned by the CS leadership team.

PERFORMANCE OBJECTIVES

• Responsible for knowing and meeting the Global/Regional KPI target requirements as defined in the CS Scorecard

• Responsible for 100% internal and external customer satisfaction

SOFT SKILLS:

• Great communication skills

• Desire to develop and grow a career with DHL and move up

• Great organizational skills

• Independent, hard working and takes initiative

• Professional

• Detail Oriented

  À propos de TEKsystems:

Nous sommes partenaires dans la transformation. Nous aidons les clients à activer des idées et des solutions afin de profiter d’un nouveau monde d’opportunités. Nous sommes une équipe solide de 80 000 personnes, nous travaillons avec plus de 6 000 clients, dont 80 % faisant partie du Fortune 500, partout en Amérique du Nord, en Europe et en Asie. En tant que chefs de file de l’industrie des services technologiques complets, des services aux talents et des applications du monde réel, nous travaillons avec des leaders progressistes pour favoriser le changement. C’est le pouvoir d’un vrai partenariat. TEKsystems est une société du groupe Allegis.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.