Customer Experience Representative

Summary:  Be part of the Service Center team focused on delivering excellent customer experience to customers and members of the BrandsMart USA team Duties and Responsibilities:   Professionally and courteously handle incoming calls from customers, technicians, and stores, providing them with information, assistance, and a positive experience Be polite at all times when dealing with customers, show empathy, and take ownership of calls Handle a high volume of incoming calls within service metrics Enter data into software package and vendor portals resulting in scheduled service calls Maintain claims and/or contracts by thorough and accurate documentation of all discussions Make follow-up calls to customers daily to check operation of unit repaired Act as a bridge between customers, vendors, and BrandsMart, facilitating communication, scheduling, and addressing customer inquiries, concerns, or requests related to service Foster a professional working relationship with team members Assist with service center business, attend meetings, and training sessions when required Address customer issues or concerns promptly and effectively, seeking solutions and maintaining a high level of customer satisfaction Handle multiple tasks simultaneously, managing call traffic, and customer inquiries while maintaining professionalism and attention to detail Make informed decisions and problem-solving judgments to resolve issues as they arise Represent BrandsMart USA Service Center in a positive light both internally and externally through sound judgement Perform other duties that may be assigned from time to time Required Education, Experience, and Certifications: High school diploma or GED equivalent One year of related work experience Required Skills and Competencies: Proficient knowledge in computer skills: MS Office – Word, Excel, Outlook Ability to multi-task and stay organized Excellent verbal and written communication and organizational skills Ability to work independently as well as in team environment Working knowledge or trainable in service center and retail computer systems  Self-motivated, results-oriented, highly organized, and able to manage multiple ongoing projects and tasks Basic English writing skills and ability to communicate effectively Fluency in spoken English (or another language as may be required) for                 communication with customers and other persons sufficiently to be understood and to be able to accurately comprehend responses Basic math skills, including multiplication, addition, subtraction and division, necessary to verify amounts and costs of repairs and parts and quantities as may be required Ability to maintain a high level of professionalism in all situations

Salary : $13