Position Summary

The Customer Service Advisor (CSA) is responsible for providing timely and professional customer service in response to customer inquiries and concerns via telephone, email, live chat, SMS/WhatsApp and Social Media for our customers. The CSR is responsible for handling initial contacts to the centre, assisting with general enquiries or creating a case which will be followed-up and managed by the Case Management teams.

Duties & Responsibilities

· Provide effective and efficient customer solutions to incoming customer inquiries and concerns regarding auto products, services, etc

· Meet or exceed monthly Call Center Performance objectives including call quality and performance objectives

· Accurately complete appropriate documentation for each transaction on the CRM tools provided

· Handle customer Phone, email, SMS, WhatsApp, social media contacts

· Deliver high levels of customer satisfaction through professional handling

· Cross train into other programs and responsibilities as needed

· Perform other duties as assigned

Education

· High school diploma required

Experience

· 6 months - 1 year Customer Service experience required.

· Previous experience supporting customers through phone preferred.

· Experience or interest in working with technology is preferred.

· Experience with customer contact systems.

· Experience in the automotive industry, preferred.

Skills

· Strong written and oral communication skills. Excellent spelling, articulate, tone sensitive. Proactive listener / reader.

· Fluent in English required

· Demonstrated skills in customer escalation, overcoming objections, conflict resolution and negotiation. Sales oriented and ability to close sales opportunities.

· Strong customer service, empathetic, tolerant, interpersonal, and relationship-building skills. Adapts to different kind of customers and situation. Firm and self-assured.

· Strong Team building skills, to work well within a close team environment – self-sufficient, resourceful and works well with minimal supervision

· Careful in data management and in error prevention. Handles information effectively.

· Flexibility in work schedule, available, mornings, evenings, and weekends

· Ability to demonstrate a high degree of professionalism

· Reliable, maintains acceptable attendance

Other

· Must be able to interact with all internal and external departments and contacts. Must represent Percepta professionally with all clients and external organizations and contacts.