Customer Service Assistant

ACCOUNTABILITIES & ESSENTIAL FUNCTIONS

• Performs data entry accurately and efficiently using various computer programs, word processing, spreadsheet, or database commands; formats material as required.
• Accurately processes various types of customer requests.
• Proofreads material entered and generates data reports as required; reviews discrepancies in data received, requests clarification or advises supervisor of issues related to data, to verify customer requests are processed correctly.
• Files and keeps records as required.
• Promotes and maintains high standards of quality and service excellence.
• Processes work in a timely manner and meets quality and productivity objectives.
• Understands and is able to correctly work with multiple currencies and other requirements with regard to processing international orders.
• Effective time management and planning/organizing skills.
• Self-motivated and results oriented.
• Effective interaction with individuals and groups both inside and outside of the organization and works effectively as a team contributor on all assignments.
• Maintains a high level of commitment to achieve goals.
• Effective performance independently or as part of a team.
• Analytical, problem solving and negotiation skills, and analyzes the impact of decisions before execution.
• Maintains knowledge of current procedures.
• Supports local Customer Service teams and provides support for other teams when needed.
• Provides Chat support in local language and English as required. Other language skills would be beneficial.
• Adapts to changing situations and restructures tasks and priorities as changes occur within the business and organization.
• Works well under the pressure of deadlines.
• Supports and participates in the company's total quality and customer service expectations.
• Trustworthy and maintains confidentiality.
• Other duties as assigned.

SKILLS & CERTIFICATIONS

• Proficient verbal and written communication skills in local language and English. Additional languages would be beneficial.
• Ability to type data for long periods of time.
• PC experience in a Microsoft Windows environment, proficient with internet, Microsoft Word, Excel, Outlook, and other software.
• Ability to use, read, and interpret spreadsheets, printed reports, and a dual terminal screen.

Customer Service Assistant I

• Exhibits the desire to provide excellent service, carry out correspondence in a professional and courteous manner, and interacts directly with customers as needed.
• Exhibits motivation and ability to advance.

Customer Service Assistant II

Requirements

• 2+ years customer service experience required. For internal candidates, experience can be a combination of internal and external experience.
• Successful completion of Customer Service Assistant I Professional Progression Plan.
• Consistently meets or exceeds Customer Service Assistant II performance metric requirements.
• Overall Effective Performance as Customer Service Assistant I.
• Trained and skilled in Live-Chat, if required.
• Takes initiative to expand knowledge for position utilizing all available resources.

External candidates

• Exhibits competencies and experience to perform at level II

Customer Service Assistant III

Requirements

• 4+ years customer service experience required. For internal candidates, experience can be a combination of internal and external experience.
• Successful completion of Customer Service Assistant II Professional Progression Plan.
• Consistently meets or exceeds Customer Service Assistant III performance metric requirements.
• Overall Highly Effective Performance as Customer Service Assistant II.
• Has the knowledge and ability to mentor colleagues, if required.
• Proven ability to work independently using all resources to find solutions.
• Good working knowledge of Excel.
• Professional proficiency in local language & English reading, writing and verbal skills. Ability to communicate effectively and efficiently with management and employees of all levels.
• Provides feedback and ideas to management and through the internal feedback tool.
• Understanding of post order services.
• Successful collaboration with colleagues to ensure service excellence guidelines are met.

External Candidates

• Exhibits competencies and experience to perform at level III.

Senior Customer Service Assistant

• Successfully performs all Customer Service Assistant duties.
• Actively supports the team by providing assistance for complex or uncommon requests and best practices.
• Liaison with other teams for assistance when needed, to ensure service excellence guidelines are maintained.
• Proactively manages workflow if coordinator and management are not available.
• Excellent working knowledge of Excel.
• Full professional proficiency in local and English language in both written and verbal communication. Ability to communicate effectively and efficiently with management and employees of all levels.
• Brings ideas and suggestions to improve the internal and external customer experience to management and through the internal feedback tool.
• Adept in post order services.
• Motivated to increase knowledge of our industry, diverse customers, and business nuances.
• Ability to take on additional assigned tasks.
• Has the knowledge and skills to mentor colleagues effectively.
• Team subject matter expert.

Requirements

• 6+ years customer service experience required.
• Internal candidates:
• Experience can be a combination of internal and external experience.
• Minimum Highly Effective performance in current role.
• Successful completion of Customer Service Assistant III Performance Progression Plan.
• Consistently meets or exceeds Senior Customer Service Assistant performance metric requirements.