Customer Service Representative (Inbound)

Arvato Digital Services Canada, Inc. - Waterloo, ON (30+ days ago)

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Position Summary:
The Client Online Store is responsible for supporting customers of a leading player in the technology industry. The position involves answering inquiries related to products available through an online store as well as previously placed orders. Inquiries range from order status and shipment/delivery to requests to cancel or change orders.

Overall Responsibilities:
Providing high caliber Customer interaction as measured by call monitoring, call audits, and customer satisfaction surveys;
Presenting to the public a strong working expertise in all client supported products;
Ensuring innovation and quality in all Customer interactions as measured by call monitoring and customer satisfaction survey;
Capturing all required data elements in internal Online Store and other systems of record as required by training and operational procedures;
Maintaining a general awareness of client’s strengths in the industry; and
Assisting Customers by answering queries relating to their order status, changes and delivery timeframes;
Other duties as assigned.

Job Requirements:
High School Diploma or equivalent required
Fluent in English written grammar and spelling and able to communicate in business writing style
Prior Customer Service Experience
Strong understanding of online shopping
Demonstrated ability to question logically and effectively to identify the root cause of a problem
Engaging conversationalist to build rapport with customers
Ability to position situations positively
Understanding of state of the art telecommunications and related devices
Ability to be a flexible and adapt to new situations quickly, anticipate the next question/issue, with a focus toward first contact resolution
Demonstrates self-assurance in communicating with customers and possess excellent rapport building skill
Must be fluent in professional verbal communication in English
Understand and comply with all company and departmental rules and regulations, policies and procedures
Typing and computer navigation skill
Must be a self-starter, organized, detail oriented and have ability to handle multiple tasks simultaneously
Regular predictable attendance required

About our company:
Arvato - the spirit of solutions!

We at Arvato provide a comprehensive range of services and solutions to our business partners in the consumer electronics, high-tech, telecommunication, networking and industrial sectors. With more than five decades of experience and our global footprint we create value for our customers and ensure that they are well equipped for the challenges of their markets.

Arvato is a part of Arvato AG/ Bertelsmann, an internationally networked outsourcing provider. More than 65,000 employees design and implement solutions for all kinds of business processes across integrated service chains, for business customers from around the world. Its portfolio includes all services related to the creation and distribution of printed materials and digital storage media, as well as data management, customer care, CRM services, supply-chain management, digital distribution, financial services, professional and custom IT services, and the direct-to-customer distribution of educational media. Arvato is a wholly-owned subsidiary of Bertelsmann SE & Co. KGaA.

Company: Arvato Digital Services Canada, Inc.

Country: Canada

State/Region: Ontario

City: Waterloo

Postal Code: N2V 1K8

Job ID: 32442