Our client, an international IT Company in Nicosia (outskirts), is looking for a CSR (Customer Service Representative) who will uphold three key pillars of Customer Care: world-class customer service, retentions, and risk mitigation.
This opening is for the evening shift (3pm-11pm) and overnight shift (11pm- 7am). Two consecutive days off but no weekends.
Responding to calls, chats and emails to serve customers and fulfil requests such as renewals and cancellations
Investigating the root cause of billing issues to provide cardholders with accurate information in resolving their billing inquiries
Offer customers money saving options in satisfying their requests through alternative solutions with the objective of retaining the customer
Upselling existing members to maximize value through the extension of memberships and/or introducing alternative products
Highlighting the value of the product to turn a cancellation into a retention
Handling multiple simultaneous interactions to ensure all customers are responded to within established targets
Refunding responsibly to prevent chargebacks and mitigate risk
Ensuring all customers are satisfied to increase customer loyalty
Logging accurate notes to provide a link between the customers and the product teams
Proven ability to deliver exceptional customer service in a fast-paced environment
Creative and passionate for sales; Aptitude for retentions and upselling
Proficient with computers and web browsers; capable of multi-tasking across multiple systems
Ability to identify and solve problems independently; focuses and guides self in accomplishing work objectives
Maintains effectiveness when experiencing major changes in work tasks and work environment
Fluent in English (written and spoken); strong communication soft-skills; Spanish, German, Italian would be considered an asset
Call center experience an asset, but not required
Exemplary attendance and punctuality required
Flexibility in schedule
Salary based on skills and experience
Flexible working hours, 35 working hours per week, breakfast, parties, bonuses, medical insurance. Fitness allowance, etc.