Note: The job is a remote job and is open to candidates in USA. EPITEC is a company seeking a Customer Service Representative for a remote position. The role involves answering customer service calls and correspondence, resolving customer complaints, and ensuring effective communication across various platforms.
Responsibilities
- Respond accurately, promptly and effectively to all forms of customer communication, including phones, letters, Internet e-mails, chat, social media referrals
- Resolve difficult and sensitive customer issues in an objective and timely manner, using problem solving and negotiation skills
- Communicate with District Managers, Store Managers and Home Office personnel to resolve customer problems and answer questions. Escalate serious issues to protect the company/brand
- Document customers and store information in customer tracking system. Code correctly and provide continuous updates until the issue is resolved and ready to close
- Promote a positive Company image in support of Customer Service objectives and mission statement
- Make sound judgment calls that align with the brand, escalation and customer service policies for social media customer related issues by following social media moderation guidelines
- Multitask in a fast-paced environment and moderate a high volume of inbound/outbound content to provide good customer service follow up and follow through
- Special projects/duties as assigned
Skills
- Answer toll free customer service calls, and correspondences, including letters, internet e-mails, chat, and/or social media comments
- Field customer questions, resolve standard customer complaints, document information in the customer tracking system and ensure effective communication at all levels
- Monitor Facebook, Twitter, Instagram, TikTok and respond to customer comments/questions
- Respond accurately, promptly and effectively to all forms of customer communication, including phones, letters, Internet e-mails, chat, social media referrals
- Resolve difficult and sensitive customer issues in an objective and timely manner, using problem solving and negotiation skills
- Communicate with District Managers, Store Managers and Home Office personnel to resolve customer problems and answer questions
- Escalate serious issues to protect the company/brand
- Document customers and store information in customer tracking system
- Code correctly and provide continuous updates until the issue is resolved and ready to close
- Promote a positive Company image in support of Customer Service objectives and mission statement
- Make sound judgment calls that align with the brand, escalation and customer service policies for social media customer related issues by following social media moderation guidelines
- Multitask in a fast-paced environment and moderate a high volume of inbound/outbound content to provide good customer service follow up and follow through
- Special projects/duties as assigned
- Proven Conflict Management Skills
- Strong Analytical and Problem-Solving Skills
- Good Listening Skills
- Organizational Skills
- Prioritizing skills and effective time management
- Flexibility
- Ability to multi-task
- Excellent Verbal and Written Communication Skills
- Typing Skills
- Ability to Separate Emotion and respond objectively
- Works well in a team environment
- A min requirement for WIFI speed-high speed connection
- Need quiet workspace, free of background noise, and good for video meetings/chats
- PC knowledge including email knowledge; Word and Excel preferred
- Social Media Moderation Experience Preferred
Benefits
- 100% remote
- W2 Contract
Company Overview
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