Customer Service Representative in Nicosia (Cyprus)

Where: Nicosia (Cyprus)

Extent of Work: Full Time

Click here to apply in English via e-mail

Responsibilities:

This opening is for the evening (3pm – 11pm) and the overnight shift (11pm- 7am). Two consecutive days off but no weekends.

Working in the contact center environment, the CSR (Customer Service Representative) upholds three key pillars of Customer Care: world-class customer service, retentions, and risk mitigation. Key daily tasks include:

  • Responding to calls, chats and emails to serve customers and fulfill requests such as renewals and cancellations
  • Investigating the root cause of billing issues to provide cardholders with accurate information in resolving their billing inquiries
  • Offer customers money saving options in satisfying their requests through alternative solutions with the objective of retaining the customer
  • Upselling existing members to maximize value through the extension of memberships and/or introducing alternative products
  • Highlighting the value of the product to turn a cancellation into a retention
  • Handling multiple simultaneous interactions to ensure all customers are responded to within established targets
  • Refunding responsibly to prevent chargebacks and mitigate risk
  • Ensuring all customers are satisfied to increase customer loyalty
  • Logging accurate notes to provide a link between the customers and the product teams

Requirements:

  • Proven ability to deliver exceptional customer service in a fast-paced environment
  • Creative and passionate for sales; Aptitude for retentions and upselling
  • Proficient with computers and web browsers; capable of multi-tasking across multiple systems
  • Ability to identify and solve problems independently; focuses and guides self in accomplishing work objectives
  • Maintains effectiveness when experiencing major changes in work tasks and work environment
  • Fluent in English (written and spoken); strong communication soft-skills;, Spanish, German, Italian would be considered an asset
  • Call center experience an asset, but not required
  • Exemplary attendance and punctuality required
  • Flexibility in schedule
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