Email Customer Service Advisor Job in Charlotte 28201, North Carolina US
NCO is an industry leader in providing business process outsourcing services including accounts receivable management, customer relationship management and back office services for a diversified customer base. Our clients are empowered to successfully address immediate business needs, while empowering long-term growth across the entire customer lifecycle. NCO currently provides services through offices in Antigua, Australia, Barbados, Canada, Guatemala, India, Mexico, Panama, the Philippines, United Kingdom and the United States.
Principal Responsibilities
- Communicate via inbound and outbound emails and live web chats with consumers.
- Provide prompt resolution to customer inquiries by providing appropriate and accurate information.
- Accurately document and update records in required systems.
- Follow up in a timely manner to ensure customer satisfaction.
- Understand all programs, systems, and procedures necessary to perform job effectively.
- Communicate feedback and progress to management.
- Maintain diplomacy and tact when dealing with upset or escalated emails or chats.
- Escalate customer complaints and/or emails through the appropriate channel to management.
- Knowledge, understanding, and compliance with all applicable Federal, State, and Local laws and regulations as directed by management or during training.
- Knowledge, understanding, and compliance with NCO policies and procedures.
- Provide feedback to management concerning possible problems or areas of improvement.
- Make recommendations to implement improved processes.
- Perform other duties as assigned by management.
- High School Diploma or General Educational Development (GED) certificate or equivalent in relevant work experience desired.
- Previous customer service and/or call center experience preferred.
- Bi-lingual (Spanish) a plus.
- Ability to maintain the highest level of confidentiality.
- Proficient personal computer skills, including Microsoft Office.
- Excellent interpersonal, written, and oral communication skills.
- Ability to work in a team fostered environment.
- Ability to work in a multi-tasked environment.
- Ability to prioritize and organize work.
- Ability to adapt to a flexible schedule.
Work Environment
- Office environment.
- Ability to lift and/or move 20 pounds with or without accommodation.
We offer a competitive salary and comprehensive benefits package, paid time off and a 401 (k) plan.
M/F/H/V/EOE/AA
December 7, 2008
• Tags: Email Customer Service Advisor Job in Charlotte 28201, North Carolina Us • Posted in: General