Customer Success Champion

Overview

• The Customer Success Champion (CSC) role involves addressing customer queries through email, phone, chat, while also handling order processing, modifications, and complaint escalation across various communication platforms. Success in this position requires keeping a calm composure when customers are frustrated. You must possess experience working with computers.

Key Responsibilities

(Ad hoc and other reports may be completed as requested)

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Identify and assess customers’ needs to achieve satisfaction
• Responding promptly to customer inquiries.
• Communicating with customers through various channels.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow-up to ensure resolution
• Knowing our products inside and out so that you can answer questions.
• Processing orders, forms, applications, and requests.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with colleagues as necessary.
• Ensure customer satisfaction and provide professional customer support.
• Build sustainable relationships of trust through open and interactive communication
• Meet personal/customer service team targets and call handling quotas

Job Requirements

• Ability to multi-task – an absolute MUST
• Typing speed of 30wpm at a minimum
• VERY detail oriented and goal oriented
• Flexible team player – supports the team well and able to makeshift adjustments on short notice
• Takes initiative well and solves problems with little supervision
• Competent use of Microsoft Office – Excel, Outlook

Required Skills

Technical Skills

• Computer Literacy.
• Interpersonal skills
• Time Management

Mental Demands

• Must be able to accommodate to reading documents or instruments, detailed work, problem solving, reasoning, math, language, presentations, verbal communication, written communication, analytical reasoning, stress, training others, multiple concurrent tasks, and constant interruptions.

Competencies

• Answers telephones, answers questions and directs callers to proper Company personnel.
• Assumes responsibility for various department functions in the absence of staff members or in overload situations.
• Demonstrates knowledge of and adherence to “WeSolveCX”; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce. As well as treating people with respect; keeping commitments; inspiring the trust of others; working ethically and with integrity; upholding
  organizational values; accepting responsibility for own actions.
• Follows policies and procedures; completes administrative tasks correctly and in a timely manner; supports the Company’s goals and values; benefits the Company through outside activities.
• Performs the position safely, without endangering the health or safety to oneself or others and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act, which are applicable to one’s own actions and conduct

Environment and Physical Activity

• Must be able to work in a non-confined office type setting in which he or she will work remotely. The position may require occasional travel to business offices/units. Most travel is by land, but more distant locations are reached by sea or air.
• During the course of performing, this position must spend time writing, typing, speaking, listening, lifting (up to 50 pounds), driving, carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling, and reaching.
• The officer for this position may operate any or all of the following: telephone, cellular telephone, beeper, copy and fax machines, adding machine (calculator), microfilm equipment, encoder, credit card terminal, personal computer, and related printers.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Human Relations/Contacts

Internal

The officer interacts frequently with other Executive team members, ATN shared service team management and resources, functional department heads, line management of the business offices/units, subsidiaries regarding projects, developments, operations and expenses, systems and procedures, consistent with the responsibilities of the job.

External

Interactions also occur with vendors and consulting subject matter experts and resources on matters relating to the Company’s projects, operations and strategic initiatives. The officer may also interact with the shareholder’s auditors, regulators, and the Company’s legal, and accounting advisors from time to time, as may be consistent with the responsibilities of the job.