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
* Use an empathetic and consultative approach to correspond with customers and partners over the phone.
* Troubleshoot issues and provide customized solutions.
* Provide education and training to customers to get the most out of the program product.
* Independently problem-solve with consistency; in this front-line role it is your responsibility to craft accurate outcomes that make customers time and satisfaction the priority.
* Navigate program procedures to properly escalate and coordinate the customer response in accordance with company values.
* Take ownership of the customers issue and solve the problem to fruition while delivering a high-quality experience.
* Proactively bring creative and thoughtful solutions to the team to enhance process, products, service for continuous improvement.
Qualifications
Language/Communication Skills
* Ability to fluently speak and write English
* Ability to effectively communicate your 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.
* Great computer proficiency.
* Understanding of mobile applications and troubleshooting.
* Technical Support experience in prevouis roles is a plus.
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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