Job description:

Safilo is looking for a positive and effective individual for a Full-time Customer Service Representative position within the Customer Service Department.

The Customer Service Representative will be located at the North America Headquarters located in Secaucus, NJ.

We are looking for a highly skilled Call Center Representative to join our team who will be the liaison between our company and our customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints, and inquiries, keeping customer satisfaction at the forefront of every interaction.

Key Accountabilities :

• Answer inbound calls, chats, and emails, providing accurate, satisfactory answers to their queries and concerns utilizing telephone scripting, chat canned responses, and email templates.
• Order Entry and subsequent review, providing updates and information about billing, shipping, warranties, and other account information as required.
• Resolve problems by clarifying issues, researching, and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems.
• De-escalate situations involving dissatisfied customers by offering assistance and support. Escalate customer concerns to the team lead rep and/or supervisors when warranted.
• Upselling of new products, services, and promotions offered.
• Guide accounts through troubleshooting, navigating the company website, or using the products or services offered.
• Open research tickets for invoiced orders requiring after-shipment problem resolution through the ticketing platform.
• Recommend improvements for systems and processes to boost organizational efficiency.
• Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality.
• Performs other duties as assigned.

Role competencies and skills :

• Prior experience in SAP is preferred.
• Two or more years of experience taking calls in a fast-paced inbound call center is required
• Familiar with using an ACD phone system is required
• Intermediate data entry and documentation skills
• Excellent written and verbal communication
• Exceptional active listening, attention to detail, and problem-solving skills
• Interpersonal and rapport-building skills with our customers
• A patient and empathetic attitude
• Strong multi-tasking, prioritizing, time management, and organizational skills
• Adaptability and flexibility
• Expertise in conflict resolution
• Comfortable working in fast-paced and continually changing environment
• Works well under pressure
• Intermediate knowledge of Microsoft Office, the Internet, and Live Chat platforms
• High School Diploma or equivalent
• Familiarity with CRM (Customer Relationship Management) system, Fresh Desk or other, is a plus
• Familiarity with WFO (Workforce Optimization), Calabrio, NICE, or similar is a plus