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Email Customer Service Representative Level 1

Training Hours: Monday - Friday, 8:30am - 4pm.  Once training over, 40 hrs will be required a week, along with a every 3rd week-end rotation

Assists the customer with subscription concerns over the Internet to ensure client and customer satisfaction.

Essential Functions:


* Receives and interprets customer inquiries and/or complaints via email and responds to customer using a PC while performing searches/look-ups and account maintenance to customer accounts according to established departmental policy.


* Determines the best method to assist customer and resolve problems to ensure customer satisfaction, according to department guidelines and/or client specifications.


* Reads, interprets and maintains current information on client specific data by utilizing various resources including publisher screens, memos and websites.


* Displays friendly, courteous, cooperative and professional behavior to all levels of employees, vendors, clients and customers in a team environment.


* Informs management of complaint trends, distribution problems and/or feedback from customers.


* Maintains confidentiality of CDS Global and its clients' proprietary information.


* Reacts professionally to change and remains productive.


* Continually performs and meets performance standards of this position.


* Adheres to CDS Global policies


* Follows all CDS Global's ergonomic and safety policies

                                        Minimum qualifications:

o    Minimum typing requirements of 25 wpm.

(Typing test required)

o    Average PC knowledge and skills.

o    Ability to sit for extended periods of time.

o    Ability to analyze, interpret and process data.

o    Ability to perform simple math skills.

o    Ability to problem solve.

o    Good attention to detail.

o    Average organizational skills.

o    Ability to make independent decisions


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