Interacts with consumers providing world class customer service by responding to inquiries, requests, or concerns about InSinkErator’s products and services within the required service level
Gathers relevant facts, identifies symptoms, evaluates and analyzes needs and delivers solutions that meet customer expectations in adherence to the set quality guidelines
Utilizes Knowledgebase, Laboratory and other available resources to assist consumers
Accurately documents and updates interactions and enters information in CRM
Sustains performance within KPI goals while meeting or exceeding scorecard expectations
Accurately identifies and escalates issues to the proper channel
Stays current with system information, changes and updates and flags immediate supervisor for personal training needs
Handles other duties as assigned
Educational Background : Graduate of any 4-year degree course
Work Experience or Training : Have experience in Customer Service Moments of Truth Training Customer Service Skills Training
Skills and Abilities : Strong comprehension skills which allow for the clear and concise explanation, understanding and resolution of customer inquires Skillful probing and active listening skills Ability to identify opportunities that benefit the consumer Builds rapport in an open, friendly and accepting way Expert knowledge of InSinkErator Knowledgebase, processes and products Excellent American English communication skills Delivers messages in a clear, compelling and concise manner Ability to multi-task Superior interpersonal skills and teamwork, collaborates and works well with others Self-driven and motivated;
takes initiative - willing to take new instructions and work requests Demonstrates proficiency with Oracle and MS Office applications Resilient and is adaptable to any change that maybe implemented
Other work conditions : Willing to work on shifting operations which may include work on weekends with scheduled day off, to support the assigned business and customers.
Willing to work over time or on rest day over time to support manpower requirement of the operations during critical days and / or peak season.