Customer Service Representative - Paris, France - Kloverharris Limited

Kloverharris Limited

Entreprise vérifiée

Paris, France

il y a 2 semaines

Posté par:

Sophie Dupont

beBee Recruiter

Assist with updates to the client's website as needed and directed by the Task Order Manager.

Review applicable call center scripts to ensure that any and all updates are incorporated appropriately.
Monitor case volume at the Call Center and Task Order Management escalation levels to ensure that all inquiries are answered within the predetermined timeframe.
Monitor cases and calls addressed by Call Centers and provide feedback on the accuracy of their responses. Place mystery calls as requested.
Manage the IVR and the recordings in place.
Conduct onsite audits where feasible to ensure call center operations are being conducted within established guidelines.
Ensure coordination on an asneeded basis, for example with rescheduling due to closures, and only with prior approval from the Task Order Manager.
Provide training to staff on appointment functionality i n Atlas
Coordination with document delivery vendors to ensure processes are followed as stipulated per the SOP.
Monitor document delivery incidents and ensure timely reporting on resolution.
Conduct onsite audits where feasible to ensure document delivery operations are being conducted within established guidelines.
Ensure audit reports of these visits are maintained in Atlas via Management Reporting

Requirements:

Bachelor or Master's Degree in any relevant field
Three to five years of relevant professional experience required
Experience in client relations, vendors management, and customer service management.
Call center experience valued
Strong IT skills to include proficiency in MS Office (Word, Excel, Outlook, and PowerPoint).
Ability to work independently while being part of a virtual, effective team.
Ability to manage multiple priorities and complete tasks/projects in accordance with established deadlines.
Flexibility in work hours and full availability during work week. Infrequent emergencies may happen on the weekend and require the task order team's attention.
Excellent oral and written communication skills

Status:
Cadre

Experience:

Customer Care: 5 years (required)