Large e-Commerce Furniture Marketplace seeking Customer Service AssociateProfessionals to join our team. Candidate will act as a liaison, provide services information, answer questions, and resolve any emerging problems that our clients' accounts might face with accuracy and efficiency. Candidate should be genuinely excited to help clients. You must be patient, empathetic, and passionately communicative. The target is to ensure excellent service standards, respond efficiently to clients inquiries and maintain high customer satisfaction. These customers are based in North America.
Responsibilities
- Identify and assess clients’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/customer service team sales targets and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage clients
What Does Service Representative Do?
- Demonstrate Reliability: Attendance and commitment to being present and on time for your full shift each day is crucial. This helps ensure we're ready and available to help our customers when they need us most. For unexpected events or issues, we require our representatives to be proactive in their communication and planning whenever possible.
- Handle a High Volume of Contacts: You will handle an estimated 50-60 emails, chat, SMS per shift. This is a fast paced environment and highly structured. There is little down time in this position as you are typically on back to back chats during your shift.
- Meet Our High Performance Bar: You’ll work to exceed customer satisfaction, excel in meeting customer service efficiency metrics, and other responsibilities as assigned.
- Engage Customers: You’ll need a passion for people. You'll be the voice of Wayfair and work to build a relationship with customers who contact us by inbound phone call, chats, and emails. Topics can range from returns, replacements, delivery, product availability, order status, and more.
- Listen Actively and Show Empathy: You will actively listen to understand customer concerns and leverage internal resources to find the best solution to thoroughly address their problem.
- De-Escalate Customer Concerns: Most customers contact us because they’ve had a problem and need your help. You will use your conflict management skills to balance the needs of the customer with the options from the business while always maintaining a professional composure.
- Problem Solve: Solutions aren’t a one-size-fits-all approach so customer service representatives do not read from pre-populated scripts. You will be given a level of autonomy to help customers find the right solution. You’ll need to think analytically to solve customer problems in a first contact resolution approach.
- Multitask: You’ll need to juggle navigating multiple browsers, tabs, tools, and screens in order to quickly and effectively answer questions. The ideal customer service representative will be familiar with computers and can effectively navigate technology on a daily basis.
- Escalate Systemic Issues: Help us continuously improve. You’ll identify areas where improvement is needed on behalf of Wayfair customers and share any trends with leadership.