Senior Agent - E-Commerce - Nadi (RE-ADVERTISED)

Key Responsibilities

• Professionally handling inbound calls, escalations and cases for our clients and positively representing their brand.
• Promptly and efficiently taking and relaying messages to clients.
• Being a reliable team player with a helpful and positive attitude.
• Offering a warm phone presence, bringing your best self to work.
• Providing an exceptional level of customer service.
• Proactively think along with the customer to resolve their questions quickly.
• Follows instructions, responds to management direction; takes responsibilities for own actions, keeps commitments, commits to long hours of work when necessary to reach goals, completes tasks on time or notifies the appropriate person with an alternate plan
• Ability to deal with sensitive/emotive situations while identifying and fulfilling the customers’ needs.
• Provide real-time training when there are new customer service representatives, providing troubleshooting guidance and customer service mentorship when required
• Ability to find solutions when there are changes in circumstances or requirements.
• Strengthening existing guests’ relationships while building new connections with potential guests.
• Assist with administration work for the team

Essential Skills & Experiences

• Prior experience working in a Call Centre or in a Customer Service industry
• Commitment towards delivering exceptional service.
• Attention to detail and accuracy, combined with strong communication skills
• Fast learner who can master multiple new systems, with proficiency at multi-tasking and adapting to changing circumstances
• Confidence dealing with high volumes of work across different channels
• Ability to work independently and as part of a team, and collaborating effectively in a virtual team environment
• Ability to work in shifts and weekends
• Minimum typing speed of 40 to 50 wpm
• Intermediate to advanced computer skills
• Initiative and problem-solving abilities
• Technical skills