1 Ofertas de Customer Success en Repuplica Dominica
Customer Service Support Specialist - RBO
Santiago, Santiago
Jostens
Publicado hace 23 días
Trabajo visto
Descripción Del Trabajo
JOB TITLE: Customer Service Support Specialist
Schedule: 11:00 am - 8:00 pm / 12:00 pm - 9:00 pm
Santiago - On site
GENERAL DESCRIPTION OR PURPOSE OF THE JOB:
This position is responsible for any combination of the following duties:
RESPONSIBILITIES / ESSENTIAL FUNCTIONS:
1- Trainer:
+ Develop and write training materials
+ Maintain training materials
+ Train new and existing employees
+ Develop a certification program and determine the effectiveness of training
+ Provide support to employees
2- Consumer Affairs Specialist:
+ Take and resolve irate customer issues
+ Communication with internal and external customers
+ Create/establish relationships with all Jostens departments and facilities
+ Identify training needs
3- Quality Monitor:
+ Record and evaluate CSR phone calls
+ Coach employees on monitored phone calls
+ Identify training needs
+ Spot check-Side by Side monitoring
4- Support:
+ Answer questions from CSRs within the CCC
+ Assist CCC staff in resolving consumer issues
+ Write and Update processes
+ Maintain Dynamic Content
+ Identify training needs
+ Mentoring
5- Subject Matter Expert
+ Specializes in specific product(s)
+ Maintains documentation and JWeb
+ Attends annual updates
+ Supports any projects and/or testing needed
Required:
+ High school education or equivalent required
+ Minimum 2 years of customer service or call center experience as well as experience developing and delivering training
+ Jostens product knowledge required
+ Working knowledge of Legacy, Oracle, Intranet, Clipper
+ Strong PC experience with Internet and Microsoft Suite including Access or similar system required
+ Strong interpersonal, written, and verbal communication skills required
+ Strong organizational and prioritizing skills being detail-orientated to ensure accuracy in dealing with data and systems
+ Ability to initiate change through planning, problem-solving, decision making and effectively working with people
+ Ability to work independently as well as part of a team to achieve established goals and meet crucial deadlines
Schedule: 11:00 am - 8:00 pm / 12:00 pm - 9:00 pm
Santiago - On site
GENERAL DESCRIPTION OR PURPOSE OF THE JOB:
This position is responsible for any combination of the following duties:
RESPONSIBILITIES / ESSENTIAL FUNCTIONS:
1- Trainer:
+ Develop and write training materials
+ Maintain training materials
+ Train new and existing employees
+ Develop a certification program and determine the effectiveness of training
+ Provide support to employees
2- Consumer Affairs Specialist:
+ Take and resolve irate customer issues
+ Communication with internal and external customers
+ Create/establish relationships with all Jostens departments and facilities
+ Identify training needs
3- Quality Monitor:
+ Record and evaluate CSR phone calls
+ Coach employees on monitored phone calls
+ Identify training needs
+ Spot check-Side by Side monitoring
4- Support:
+ Answer questions from CSRs within the CCC
+ Assist CCC staff in resolving consumer issues
+ Write and Update processes
+ Maintain Dynamic Content
+ Identify training needs
+ Mentoring
5- Subject Matter Expert
+ Specializes in specific product(s)
+ Maintains documentation and JWeb
+ Attends annual updates
+ Supports any projects and/or testing needed
Required:
+ High school education or equivalent required
+ Minimum 2 years of customer service or call center experience as well as experience developing and delivering training
+ Jostens product knowledge required
+ Working knowledge of Legacy, Oracle, Intranet, Clipper
+ Strong PC experience with Internet and Microsoft Suite including Access or similar system required
+ Strong interpersonal, written, and verbal communication skills required
+ Strong organizational and prioritizing skills being detail-orientated to ensure accuracy in dealing with data and systems
+ Ability to initiate change through planning, problem-solving, decision making and effectively working with people
+ Ability to work independently as well as part of a team to achieve established goals and meet crucial deadlines
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