Job Description

COMPANY PROFILE

CEF Solutions Inc. is a Consulting Services, and Business Process Outsourcing (BPO) company specialized in providing BPO operations, operations management, process engineering/ innovation, and cost optimization solutions to clients in the customer services industry. We service some of the largest multinational companies in the world and are expanding quickly by delivering an unmatched end-to-end client experience.

Company Website: www.cem-lab.com

JOB DESCRIPTION:

Agents will respond to various inquiries and support requests from end-customers across multiple communications channels to provide an exceptional customer experience.

RESPONSIBILITY:

• Handle incoming calls, respond to emails/chats from customers

• Make necessary outbound contact to customers to follow up on cases across multiple communications channels as needed

• Handle various interactions across required channels (e.g., voice, email, SMS)

• Maintain a high level of professionalism with customers and work to establish a positive rapport in every call

• Leverage various systems to provide accurate guidance and consultations to customers

• Escalate various system or non-system issues

• Handle escalated end-customers with positive, empathetic, and professional manners; De-escalate customers as needed

• Document all interaction details accurately (e.g., transactions, comments, complaints)

• Provide end-to-end support by taking full ownership of end-customer’s pending or outstanding case through:

• Collaborate with internal and external stakeholders.

• Making necessary contacts to multiple departments on behalf of end-customer to update status and submit requests accordingly.

• Leverage various tools available to process requests.

• Perform any ad-hoc requests as needed

EDUCATION & EXPERIENCE

• Associates Degree with at least 3 year of call center experience; or,
• Bachelor’s degree and above with at least 1 year of call center experience
• Prior customer service experience and/or experience working for high-level customer care program preferred

QUALIFICATIONS:

• Exceptional customer service skills with the ability to demonstrate empathy and compassion towards customers, handle stressful situations, and bond professionally with frustrated customers
• Extensive knowledge in home appliances
• Excellent verbal and written communication skills
• Exceptional problem-solving skills
• High level of empathy
• Demonstrate consistent understanding of product standards and policies
• Maintain compliance with all company policies and procedures
• Have a strong sense of urgency and prioritization while working under pressure
• Proficient in Microsoft Office (Excel, Word, Outlook)

OTHER QUALIFICATIONS:

• Pass a background and drug test
• Authorized to work in the U.S. without any restrictions

Job Types: Full-time, Contract

Pay: $17.00 per hour

Company Description

CEF Solutions Inc. is a Consulting Services, and Business Process Outsourcing (BPO) company specialized in providing BPO operations, operations management, process engineering/ innovation, and cost optimization solutions to clients in the customer services industry. We service some of the largest multinational companies in the world and are expanding quickly by delivering an unmatched end-to-end client experience.