Customer Service - Associate | Advance Auto Parts | 0-1 year
Secunderabad, Telangana, India
3d ago

Essential Duties and Responsibilities :

  • Maintains composure while de-escalating customer issues
  • Maintains and updates customers information in a case management system
  • Tracks chat related information for auditing & reporting purposes
  • Provide first level website technical support
  • Follows up on outstanding items to issue completion
  • Document each customer interaction in a case management system
  • Meet or exceed company set targets for calls / chats handled, Team KPIs, customer satisfaction score, adhering to schedule and QA scores
  • Provide guidance through the Multinational Automotive Retail Giant online shopping experience
  • Work with external shipping contractors to assist customers with domestic issues and claims
  • Address and resolve post-order questions regarding shipping, billing, and delivery
  • Partner with other departments and store team members to resolve customers concerns
  • Responsible for working incoming cases
  • Responsible for additional back office / offline work per business needs
  • Provide knowledgeable answers to questions about products, pricing and availability
  • Maintain Multinational Automotive Retail Giant product and policy knowledge
  • Notify business partners of errors on the website
  • Complete training courses by company set due date
  • Requirements :

  • Excellent written communication skills
  • Must be able to multi-task
  • Typing speed of at least 45 words per minute
  • Must be available to work any shift between 8 : 30am-7 : 30pm (rotating shifts)
  • Must be available to work weekends and holidays
  • Must thrive and be adaptable to an ever-changing fast pace environment
  • Regular, dependable attendance and punctuality
  • Demonstrated ability to work well with other departments, peers and business partners
  • Excellent problem-solving skills, with a demonstrated ability to identify operational problems, recommend optimum solutions and follow through to resolution
  • Must be available to attend entire paid training class
  • Pass Background Check and Drug Screen
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