Customer Service Representative

CURRENT OPENINGS AT OUR HCE, EL PROGRESSO HONDURAS LOCATION

This position is currently not open for active hiring at this time.

Myron Human Resources

Major Function:
Ensure that Myron customers receive the best service and customer experience possible through all aspects of Customer Service. This position involves handling all Customer touch points including Inbound & Outbound phone calls & fax transmissions, e-mail & web page correspondence, surface mail within the scope of this position and following established Customer Service policies and processes that ensure prompt and high quality service. The position also provides a wide variety of internal support to the Sales department. Almost all of the Customer and Internal company interactions are conducted in English with business owners and managers.

Reporting:
This position reports directly to the Myron CS Manager.

Experience And Background:

• Excellent English conversational skills with a minimal accent. Good written English skills
• Experience in an Inbound Call Centre environment supporting US English speaking customers is desirable
• Experience in a retail, hotel, tourism, hospitality or other Customer Service environment
• Experience in an office environment is desired

Specific Responsibilities As A CSR:

• Perform various Customer Service functions for US clients, with excellent English language conversational and written skills, as directed by the Team Lead or Manager, according to established policy and process, including:
  • Inbound Customer Call handling (product inquiries, order & invoice questions, complaints, etc)
  • Outbound calling to Customers regarding their order
  • Order Entry (primarily via the phone, fax or web)
  • Quality control initiatives in support of corporate, sales and marketing such as Order Quality review and Order Verification, including reviewing call recordings of sales (Voice-Log)
  • Sales Support
  • Answering email inquiries from Customers
  • Vendor Order processing and support
  • Art Processing
  • Resolving Customer complaints (returns, replacements and credits)
  • Customer account maintenance
  • Held Order management
  • Processing Cancellations and order changes
  • Various other reporting or projects as assigned by management
• Meet all department goals & standards regarding productivity and quality
• Advise CS Management of recurring concerns heard from Customers
• Handle irate Customers per the established process, and escalate significant problem cases as appropriate to Team Leads or Managers
• Ensure availability to receive Inbound calls via sign-in status on Phone system so that Customer wait-times and Service levels are maintained at or above standard
• Assist in training and assisting Seasonal CS Staff as needed to learn & perform the job functions to the desired degree
• Cross-train to become proficient in all aspects of CS functions, even though a representative may specialize in one or more areas
• Demonstrate good judgement in decision-making
• Develop sound interpersonal relations and gains cooperation of and supporting subordinates and peers, as well as staff supported in other offices
• Liaise with the Sales department on various initiatives
• Perform other allied duties as assigned by Senior Management
• Accomplish objectives consistent with plans. Operating within authority, follows Company policies including Health and Safety rules
• Provide timely communications and keep others informed

Education:
University or College degree. Business or Marketing is preferred. Specialized training in Customer Service and Management Practices is also desired. Bilingual Schooling is preferred.

Personal Characteristics
High energy level, flexible, mature, comfortable performing multifaceted tasks together with normal activities.

• Excellent work ethic, punctual, good attendance is required
• Friendly voice and professional phone manner
• Able to think quickly and make judgement decisions that satisfy Customers need, while following company guidelines
• Competent on PC's and good keyboarding skills
• Able to work in a fast paced environment and maintain their composure under pressure
• Superior numeric skills. Knowledge of MS Office Excel and Word is desired.
• Well organized and flexible. Able to prioritize tasks.
• Works well with others in a team environment
• Well-developed interpersonal skills. Ability to get along with diverse personalities-tactful-mature-flexible.
• Sound administrative skills. Well organized. Able to work with minimal supervision.
• Fast learner
• A good Listener: empathetic, understanding, patient
• Understands the importance of building relationships with customers through outstanding customer service by knowing how to make customers happy and win their ongoing business, even in challenging situations
• Multi-tasking is extremely important
• Able to perform comfortably in a fast-paced environment, with competing priorities

This position is currently not open for active hiring at this time.

Myron Human Resources

*Myron is an equal opportunity employer. We provide employment opportunities for all people regardless of race, colour, national origin, sexual orientation, age, marital status, religion, disability or veterans'' status.