Customer service representative

POSITION PURPOSE

We are seeking energetic and empathetic team member to provide a key role in providing excellent service for our clients via the web, email and calls. This role will require a broad understanding of our business to assist clients in answering questions to the extent of your training and otherwise connecting them with the best people in our firm to assist them. This is a customer service role.

Key responsibilities include:

• Manage incoming inquiries from all channels (web, phone, email, social media) and respond, provide answers and determine if they should be connected to someone else in the company, and if so connect them and assure they are provided assistance;
• Identify sales opportunities and create leads, or support tickets;
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed;
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service;
• Taking part in training and other learning opportunities to expand knowledge of company and position.
• Work in assigned shifts and coordinate/assure back-up for absences that are longer than 15 minutes
• We are recruiting for either shifts:
  • Shift1: 7h to 15h
  • Shift2: 14h to 22h

QUALIFICATIONS

The candidate should have the following qualifications:

• Exceptional customer service: experienced in customer service communications via phone and web, active listening skills, fluent verbal and written communication skills. · Alignment with Sustainalytics’ mission, vision and values;
• Supportive, friendly and empathetic;
• Superb spoken and written English;
• Punctual, diligent and reliable;
• Adept in use of online software;
• Ability to work the designated Shift