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Job Title: Customer Service Support Representative - Genesys Cloud Contact Center and Microsoft Team Voice
Job Title: Customer Service Support Representative - Genesys Cloud Contact Center and Microsoft Team Voice
Job Summary: We are seeking a skilled and customer-oriented Customer Service Support Representative with 2 years of experience in Genesys Cloud Contact Center and Microsoft Team Voice. The ideal candidate will have a strong background in providing exceptional customer service, along with expertise in utilizing Genesys Cloud Contact Center and Microsoft Team Voice for resolving customer inquiries and issues. As a Customer Service Support Representative, you will be responsible for delivering outstanding customer experiences by effectively leveraging Genesys Cloud Contact Center and Microsoft Team Voice capabilities. Your knowledge and proficiency in these platforms will play a crucial role in ensuring customer satisfaction and maintaining high service standards.
Responsibilities:
- Provide exceptional customer service and support through various communication channels, including phone, email, and chat.
- Utilize Genesys Cloud Contact Center and Microsoft Team Voice to handle customer inquiries, troubleshoot issues, and resolve customer concerns in a timely and professional manner.
- Act as the first point of contact for customers, demonstrating a friendly and empathetic approach while actively listening to their needs and concerns.
- Assist customers with account inquiries, product information, order status, and technical support, ensuring accurate and comprehensive resolutions.
- Collaborate with cross-functional teams to escalate complex issues and follow up on customer cases to ensure timely resolution and customer satisfaction.
- Maintain detailed and accurate customer records, including interactions, inquiries, and resolutions, in the appropriate systems or databases.
- Identify opportunities for process improvements and share customer feedback with relevant teams to enhance overall customer experience.
- Stay up to date with product knowledge, system updates, and best practices related to Genesys Cloud Contact Center and Microsoft Team Voice.
- Adhere to established customer service metrics, such as response time, first call resolution, customer satisfaction, and quality standards.
- Assist with training and mentoring new team members on Genesys Cloud Contact Center and Microsoft Team Voice functionalities and customer service best practices.
Qualifications:
- High school diploma or equivalent; some college education is preferred.
- Minimum of 2 years of experience as a Customer Service Support Representative, with a focus on Genesys Cloud Contact Center and Microsoft Team Voice.
- Proficient in using Genesys Cloud Contact Center and Microsoft Team Voice for handling customer inquiries and resolving issues.
- Strong customer service skills, including active listening, problem-solving, and effective communication.
- Familiarity with call center operations and customer service best practices.
- Excellent verbal and written communication skills, with the ability to convey complex information in a clear and concise manner.
- Detail-oriented with strong organizational and time management skills.
- Ability to work well in a fast-paced environment and handle multiple customer interactions simultaneously.
- Experience with web-based customer support tools and CRM systems.
- Familiarity with Microsoft Office Suite and general computer proficiency.
- Ability to adapt to changing technologies and processes.
- Positive attitude, strong work ethic, and a team player mindset.
If you are a customer-focused professional with a strong background in Genesys Cloud Contact Center and Microsoft Team Voice, we invite you to join our team. Showcase your exceptional customer service skills and technical expertise to deliver top-notch support to our valued customers.
Salary Range: $28 CAD Per Hour
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Job Post date: Jun 27, 2023
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