Customer Service Representative GLOBAL MAGAZINE Chicago
Customer Service Representative
Short Description :
Calls and customer retention Follow and develop procedural and diagnostic documentation Troubleshoot Descartes application issues reported by customers Maintain customer contact and incident information ,…
Full Description :
Provide timely feedback to external and internal customers via phone, e-mail, or other forms of communication.
Troubleshoot Descartes application issues reported by customers.
Proactive application monitoring.
Maintain customer contact and incident information within ticketing application (SAP CRM).
Follow and develop procedural and diagnostic documentation.
Assist clients in the use of systems and applications.
Work with customers in establishing the appropriate expectation and response time.
Provide comprehensive first-tier phone support.
Ability to communicate in a professional manner.
Ensure proper call ticket escalation to internal departments.
Remaining flexible to changes in job duties, expectations, policies, and procedures.
Position requires some shift work and weekend work.
Position requires pager on-call duty on a rotating basis.
Perform other duties as required by your manager.
High school diploma or general education degree (GED) required
Customer service experience
Experience working with inbound and outbound calls and customer retention
Proficient in Microsoft Office
Excellent interpersonal and communication skills
Comfortable working in a high volume role
Demonstrated ability to prioritize tasks and manage time efficiently
Basic computer skills in various software and web-based applications