Overview
Our Mission at ibex is Your Success
ibex is recruiting customer service representatives.
About ibex:
ibex works undercover for some of the best companies in the world, delivering superior support to their customers -- it is our mission. We focus on providing the environment, selection process, benefits, and training to ensure that we have agents of the highest caliber. We know a quality agent makes the difference for customers and how a great customer experience influences how they feel about the brand they have chosen.
Headquartered in Washington, D.C., ibex has delivery locations across 26 sites in seven countries and maintains a network of over 15,000 employees.
Responsibilities
* Manage incoming calls and/ or chat from customers.
* Provide appropriate follow up which may include outbound calls.
* Assess customer's needs and guide the customer accordingly.
* Maintains acceptable call lengths while remaining friendly, informative and helpful.
* Maintains productivity and quality standards.
* Demonstrates appropriate sense of urgency for customer responses.
* Escalates customer issues appropriately and correctly.
* Demonstrates timely accurate and professional customer service.
* Maintains a positive and professional demeanor and portrays the company in a positive light.
* Demonstrates knowledge and use of departmental resources, policies and procedures.
* All other duties as assigned.
Qualifications
Language/Communication Skills
* Ability to fluently speak and write English
* Ability to effectively communicate his/her thoughts in a well-organized understandable manner.
* Demonstrates clear and polite written and oral communication.
Technical Skills
* Ability to type 25 words per minute with 90% accuracy.
* Ability to effectively navigate the internet, email and instant messaging.
* Basic computer proficiency.
Customer Focus
* Demonstrates a strong customer Orientation.
* Takes ownership to follow up with customers to ensure their needs and expectations are satisfied and promises are kept.
Customer Interaction Skills
* Friendly and upbeat style.
* Displays helpfulness.
* Ability to empathize with customers.
* Ability to set expectations and deliver information in a positiveand articulate way.
* Ability to handle irate customers effectively.
Problem-Solving Skills
* Investigates and take action to meet customer's needs.
* Ability to use emotional intelligence to resolve customer's issues.
* Solves routine problems effectively, gathering the information necessary from the customer.
* Applies systematic approach to solving problems.
* Ability to demonstrate critical thinking skills.
Interpersonal Skills
* Professional and positive interactions with others and is able to establish rapport quickly.
* Treats others with courtesy and respect.
* Able to adjust his/her behavior and communication to accommodate working styles and perspectives of diverse individuals.
* Ability to work with little or no supervision and operate within a team environment.
* Demonstration of resolution skills and capabilities within scope of job duties
Schedule Flexibility
* Ability to adapt to changes. (Working on different teams, line of businesses and on site)
* Must be able to work on any shift which may change from time to time (morning, afternoon or graveyard )
* Must be able to work full-time
Benefits:
We offer our employees the following comprehensive benefits and incentives plan:
* Medical Insurance
* Paid Time Off
* Paid professional training
* Employee referral bonus plan
* Free Transportation
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