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Customer Service Representative
hace 2 meses
Job Summary:
Mass Markets is seeking a highly motivated and customer-focused Customer Service Representative to join our team. As a Customer Service Representative, you will be responsible for providing exceptional customer service to our clients, ensuring their needs are met and exceeded.
Key Responsibilities:
- Conduct outbound calls to survey participants, following a predefined script and questionnaire to gather accurate and relevant information.
- Collect information about client demographics, preferences, wants, and purchasing habits in order to identify potential markets and factors influencing product demand.
- Compile, record, and encode information from interviews and surveys.
- Create and assess data collection methods and procedures, such as surveys, opinion polls, and questionnaires, or help organize the acquisition of existing data.
- Explain the survey's aims and processes to interviewees.
- Identify and rectify inconsistencies in the interviewees' responses.
- Identify and report any issues with acquiring accurate data.
- Build sustainable relationships and engage customers by taking the extra mile.
- Be flexible and willing to work on a changing schedule, including weekends, based on the operational needs of the project.
- Handle sensitive and confidential participant information with utmost discretion and comply with data protection regulations.
- Attend to additional tasks related to the position.
Candidate Qualifications:
- Previous experience working in a call center environment is required, preferably in a customer service role.
- Excellent English communication skills: Possess exceptional verbal and written English language skills, enabling effective communication with participants and clients.
- Good reading comprehension: Ability to understand and interpret survey scripts, questionnaires, and participant responses accurately.
- Accent-free communication: Demonstrate clear and neutral English pronunciation with no accent issues that may hinder effective communication.
- Flexibility in working hours: Willingness to work on a changing schedule, including weekends, based on project requirements.
- Survey experience: Prior experience with surveys or similar research methodologies is a plus.
- Strong customer service skills: Ability to provide exceptional customer service, exhibit patience, empathy, and professionalism while addressing customer inquiries or concerns.
Compensation Details:
We offer competitive compensation packages, professional development opportunities, and a collaborative work environment that values diversity and inclusion.
Physical Requirements:
This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset.
Conditions of Employment:
- Must be authorized to work in the country where the job is based.
- Subject to the program and location of the position: Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
- Must be willing to submit to drug screening. Job offers are contingent on drug screening results.
Reasonable Accommodation:
Consistent with the Americans with Disabilities Act (ADA), it is the policy of Mass Markets and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship.
Equal Opportunity Employer:
At Mass Markets and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at Mass Markets are based solely on a person's merit and qualifications.
