Job Description

CUSTOMER SERVICE SPECIALIST- ECLERX CUSTOMER OPERATIONS

LOCATION:Fayetteville, NC - USA

TYPE:Full-time

EXPERIENCE:Prior experience working in a customer service environment preferred

EDUCATION:High School Diploma or Equivalent required; College Preferred

DEPARTMENT:Delivery Center

DESCRIPTION:

Customer Service Specialist

At eClerx Customer Operations, our entry level Customer Service Specialist provides premier customer service support to the customers of leading US cable and telecommunication organizations. Our Specialist are highly trained call center specialists (CSS) that take pride in assisting with issues ranging from troubleshooting faultyprocesses to ensuring that issues are resolved while also maintaining and promoting the relationship between the customer and our client. The Specialist is directly responsible for receiving inbound and outbound billing and service calls from customers and is empowered to resolve any issues and assist with general account inquiries.

This role sits within eClerx s Customer Operations vertical.

eClerx Customer Operations uniquely improves customer experience and operational efficiencies by leveraging deep domain knowledge, advanced automation, and data analytics. We are leaders in quality monitoring and insights, digital care services, and advanced technical operations.

POSITION RESPONSIBILITIES

In this position, you will:

• Ensure customer care excellence through the use of documented quality processes and procedures
• Handle incoming calls from current customers in effort to assist them with billing inquiries regarding their cable, internet and or phone services
• Offer resolution and follow-up for customer reported issues in an attempt to avoid the customer needing a service call
• Correct discrepancies on customers accounts using established escalation procedures that expedite prompt resolution
• Provide support by asking the right questions and actively listening to the customer in order to understand their needs, requests or problems
• Coordinate resolution of trouble tickets with other departments
• Document call details in a database while keeping customers informed of yourprogress

REQUIRED SKILL SET/EXPERTISE

• Prior Call Center experience is not required
• Ability to train independentlyand work at own pace
• Excellent communications skills when speaking or writing to customers and employees
• Proficient in Microsoft Office applications specifically Outlook (Email & Calendar), Excel and Word
• Strong aptitude for problem solving
• Ability to listen actively and show empathy to clients cable telecommunication issues
• Ability to prioritize work efforts and has strong attention to detail
• Bilingual in English and Spanish a plus

ELIGIBILITY REQUIREMENTS

• Prior experience working in a customer service environment
• High School Diploma or Equivalent required; College Preferred
• All applicants must be able to pass a background check and drug screening
• Comply with all company rules, regulations and best practices regarding information security and technology

BENEFITS

• Paid training
• Comprehensive benefits

ABOUT ECLERX

eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the worlds leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software and high-tech. Incorporated in 2000, eClerx is one of Indias leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 11,000people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand.

ABOUT ECLERX CUSTOMER OPERATIONS

eClerx Customer Operationsuniquely improves customer experience and operational efficiencies by leveraging deep domain knowledge, advanced automation, and data analytics. We are leaders in quality monitoring and insights, digital care services, and advanced technical operations.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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Company Description

At eClerx Customer Operations, our entry level Customer Service Specialist provides premier customer service support to the customers of leading US cable and telecommunication organizations. Our Specialist are highly trained call centre specialists (CSS) that take pride in assisting with issues ranging from troubleshooting faulty processes to ensuring that issues are resolved while also maintaining and promoting the relationship between the customer and our client. The Specialist is directly responsible for receiving inbound and outbound billing and service calls from customers and is empowered to resolve any issues and assist with general account inquiries.