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Customer Care Representative

We are looking for a new Customer Care Representative to join our team!

As a Customer Care representative you will communicate with existing customers of the company in order to enhance product loyalty and promote added-value services. You will be expected to process orders, prepare correspondences, and fulfill customer’s needs to ensure overall satisfaction. You will be able to rely on instructions and pre-established guidelines to perform the functions of your role.

Key duties and responsibilities

• Create and maintain customer accounts.
• Handle customers’ complaints.
• Cross-selling and up-selling our existing customers.
• Manage a large number of incoming calls and customer service inquiries.
• Build sustainable relationships of trust through open and interactive communication with customers.
• Recommend potential products or services to management by collecting customer information and analyzing customer
needs.
• Prepare product or service reports by collecting and analyzing customer information.
• Achieve personal/team sales targets.
• Follow communication procedures, guidelines, and policies.
• Assist with the placement of orders and refund requests.
• Assist with the cancellation or the upgrade of accounts.
• Report any identified defects related to Apifon Platform and services provided.
• Keep up with market developments and competition.
• Be responsible for the increase in the number of customers.
• Be responsible for updating the CRM data with all collected information and the negotiations that have been made,
properly and timely.
• Be aware of and comply with corporate policies and procedures.
• Report information security events and vulnerabilities to the Information Security Officer.
• Serve as the lead point of contact for all customer account management matters.
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
• Forecast and track key account metrics (e.g. monthly, 4-month sales results and annual forecasts).
• Answer questions about warranties or terms of sale.
• Managing high-profile and VIP customers
Desired Qualifications

• Excellent Knowledge of English (oral and written).
• Solid experience with CRM software (e.g. HubSpot), MS Office and internet programs.
• Knowledge of technology trends.
• High school diploma or equivalent; college degree preferred.
• Average 2-4 years of experience in the field of Customer Care.
• Proven work experience as a Customer Care Representative, or relevant role.
Soft Skills

• Ability to multi-task, prioritize and manage time effectively.
• Customer orientation and ability to adapt/respond to different types of characters.
• Strong verbal and written communication skills.
• Excellent listening, negotiation, and presentation abilities.
• Ability to establish and maintain effective relationships with customers.
• Cooperative and a team player.
• Outgoing personality.

Benefits

• Being part of an inspiring and friendly environment.
• An annual amount for training purposes in order to develop your skills and expertise.
• A great opportunity to grow and work with the most amazing people in the industry.
• Private Health Coverage on a Company’s group program (requires one-year work).

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