Customer Service Associate (Email and Chat)

The Customer Service Associate is responsible for providing product and service information and resolving product and service problems.

This is achieved by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

A key expectation is to have the flexibility to handle multiple channels and be able to switch between B2B and B2C functions.

RESPONSIBILITIES: Coordinate and report directly to an Operations Supervisor/ Team Leader.

Professionally handle high volumes of incoming inquiries from customers (calls, emails, chats, social media, back office and other B2C/B2B channels) Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customers where applicable regarding products and services.

Resolve customer issues via one touch resolution gu...