CEF Solutions Inc. is a Consulting Services and Business Process Outsourcing (BPO) company specializing in BPO Operations, Operations Management, Process Engineering and Innovation, Cost Optimization, and Staffing solutions. We take pride in our expertise in providing specialized staffing services, ensuring that clients in the Customer Service industry have access to top talent that aligns with their operational goals. We service some of the largest multinational companies in the world and are expanding quickly by delivering an unmatched end-to-end client experience. Company website: https://CEF.inc Essential Duties and Responsibilities: • Answer incoming calls and/or respond to emails/chats from customers • Make outbound contact to end-customers to follow up on cases across multiple communication channels as needed • Document all contact information accurately (e.g. transactions, comments, complaints) • Recognize issues and escalate to supervisors as needed • Handle escalated end-customers with positive, empathetic, and professional manners • Provide technical support on consumer electronic products (e.g. washer, refrigerator) and mobile products (e.g. phones, tablets) • Research required information by using various references available • Provide end-to-end support by taking full ownership of end-customer's pending or outstanding cases Necessary Knowledge/Skills: • Exceptional analytical, interpersonal, communication, and time management skills with the ability to work in a team environment. • Exceptional customer service skills with the ability to demonstrate empathy and compassion towards customers, handle stressful situations, and bond professionally with frustrated customers. • Must be familiar with working with basic computer applications, such as Microsoft Word, Excel, and Outlook Physical/Mental Demands and Working Conditions: • Work is expected to be performed on-site in the Greenville, SC office. • Operate a computer keyboard and view a video display terminal between 50% - 95% of work time, including prolonged periods of time. • Requires considerable (90%+) work utilizing high visual acuity/detail, numeric/character distinction, and moderate hand/finger dexterity. • The movement and transportation of equipment, most of the time is under 25 pounds. • Performs work under time schedules and stress which are normally periodic or cyclical, including time sensitive deadlines, intellectual challenge, some language barriers, and project management deadlines. • Machines, tools, equipment, and work aids include printers, copiers, faxes, and other equipment commonly associated with an office work area. • May require working additional hours beyond normal schedule. • Consistently demonstrates a commitment to policies and procedures, including but not limited to, attendance, confidentiality, conflict of interest, and ethical responsibilities. Qualification/Experience: • High school Diploma (or GED) with at least 3 years of call center experience; or, • Associate's Degree and above with at least 1 year of call center experience • Excellent verbal and written communication skills in English • Prior experience in servicing customers within the consumer electronics industry is preferred. Other Qualifications • Able to work full-time in the US without any restrictions
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