Job Summary: 

• Identifying opportunities to improve the customer support experience based on collected insights driving higher NPS
• Align customer care strategy for D2B PH online with the overall D2B vision
• Supervise the Customer Service & Operations Team in collaboration with 3rd party vendors, SDT, internal teams and key markets
• Monitor all related data, systems, and processes, always ensuring 100% accuracy and compliance and suggesting and implementing improvements
• Champion LEAN processes, problem-solving and Daily Management for continuous improvement
• Drive initiatives to integrate customer service for D2B channels within the overall process framework
• Collaborate with different stakeholders to create effective customer service procedures, policies, and standards
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
• Mentoring and assisting in the training of new associates
• Effectively use systems to capture customer data and actions, accuracy and compliance are an absolute must
• Help consumers understand credit bureau processes and educate them on appropriate steps to request corrections

Skills on Resume: 

• Support Enhancement (Soft Skills)
• Strategy Alignment (Hard Skills)
• Team Supervision (Soft Skills)
• Data Compliance (Hard Skills)
• LEAN Implementation (Hard Skills)
• Service Integration (Soft Skills)
• Stakeholder Collaboration (Soft Skills)
• Satisfaction Goals (Hard Skills)

Job Summary: 

• Answers and responds to incoming calls and other inbound contacts.
• Places outbound calls to follow up with patients, providers and other clients.
• Receives escalated calls from patients, providers or insurance payers related to client accounts.
• Provides customers with product and service information and routes contacts to the appropriate resources.
• Documents all information according to standard operating procedures.
• Recommends changes to ensure high-quality customer service.
• Stay current with relevant guidelines and policies for medical devices (e.g., HIPAA, Medical Device Reporting, etc.).
• Ensures compliance with all Company quality procedures and guidelines including but not limited to Quality Policy and Code of Business Conduct and Ethics.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company’s Quality Management System policies and procedures.
• Performs all job duties according to Contact Center policies and procedures in a timely and productive manner.

Skills on Resume: 

• Call Handling (Soft Skills)
• Outbound Communication (Soft Skills)
• Escalation Management (Soft Skills)
• Product Knowledge (Hard Skills)
• Documentation (Hard Skills)
• Service Improvement (Soft Skills)
• Compliance Knowledge (Hard Skills)
• Quality Assurance (Hard Skills)

Job Summary: 

• Assist customers by providing information, handling requests, explaining procedures, conducting research, adjusting customer accounts where appropriate, and answering questions
• Discussing and resolving problems and concerns
• Providing call center support and dispatching calls
• Contacting citizens to make sure their request was completed and providing follow-up based on the citizen's response
• Entering information into the database so the complaint is captured and allows other agencies to respond to the citizen's request
• Observing and complying with departmental policies and procedures, customer service quality standards, and compliance guidelines
• Participating in ongoing training and cross-training opportunities
• Staying abreast of changes in the operation, policies and procedures of City departments that affect services provided. 
• Conducting QA training and participating in other QA activities or tasks
• Responding to customer questions, requests, inquiries, complaints and safety concerns via the telephone, email, correspondence or in person with appropriate resolutions, and results
• Working on assigned special project teams within the City or Citizen Service and Response

Skills on Resume: 

• Customer Assistance (Soft Skills)
• Problem Resolution (Soft Skills)
• Call Center Support (Hard Skills)
• Follow-Up Communication (Soft Skills)
• Data Entry (Hard Skills)
• Policy Compliance (Hard Skills)
• Ongoing Training (Hard Skills)
• Quality Assurance (Soft Skills)

Job Summary: 

• Answer inbound Customer Service phone line and document requests in Salesforce.
• Address client inquiries by clarifying the request, explaining the best solution, and following up until resolved.
• Review disputes and route them to other departments for approval
• Understand and explain the basic functionality of a large portfolio of software and services.
• Maintain account details, contact records, and payment methods.
• Take responsibility for processing electronic payments.
• Adhere to call SLAs and WFM phone schedule.
• Refer customers to appropriate qualified technical staff members in response to sophisticated customer technical inquiries and/or problems.
• Ensure compliance with the Company’s Quality Management System and ensure that all individuals reporting comply with the Company’s Quality Management System
• Maintain CRM data for potential and current customers

Skills on Resume: 

• Inbound Call Handling (Soft Skills)
• Client Inquiry Resolution (Soft Skills)
• Dispute Review (Hard Skills)
• Software Explanation (Hard Skills)
• Account Management (Hard Skills)
• Payment Processing (Hard Skills)
• SLA Adherence (Hard Skills)
• CRM Maintenance (Hard Skills)

Job Summary: 

• Provides phone and email support for customer support needs related to online banking, mobile remote check capture, account statement questions, and general inquiry calls.
• Supports customer online banking portal by fielding login and technical questions, including password resets and account additions.
• Processes online banking enrollments according to guidelines.
• Effectively utilizes tools and systems for customer call tracking and transparency.
• Works closely with the online banking support team and other stakeholders to understand and identify customer needs and support through the online banking system.
• Identifies potential enhancements to the online banking experience and communicates them to the supervisor.
• Accepts inquiries and follows up with solutions promptly
• Assists customers in navigating Web, Mobile Banking and external services
• Process all orders efficiently and expediently as received by telephone, fax, mail, or electronic services.
• Responsible for ensuring customer orders are entered and processed per established SOPs.
• Provide product information in response to customer inquiries, utilizing data provided by product management.

Skills on Resume: 

• Phone and Email Support (Soft Skills)
• Online Banking Assistance (Hard Skills)
• Enrollment Processing (Hard Skills)
• Call Tracking (Hard Skills)
• Customer Needs Identification (Soft Skills)
• Enhancement Communication (Soft Skills)
• Order Processing (Hard Skills)
• Product Information (Hard Skills)

Job Summary: 

• Provide coverage support for the Live Chat function on the ACD website. 
• Promptly respond to any Live Chat requests. 
• Appropriately transfer leads to the Sales Team via proper Salesforce processes and channels
• Serve as a customer-facing conduit between field sales, order management, shipping and support teams to triage customer inquiries accordingly
• Communicate with customers via phone or email to address inquiries
• Address any needs that are needed to book orders, including Requesting PO revision, generating quotes, Requesting Credit Card Forms, and Obtaining Credit Card from the customer via phone or other secured method
• Creating sales and support accommodations
• E-commerce account approval and Expandable ID Creation
• Training purchasers and end users to use e-commerce
• Handle incoming requests via phone, email, chat, and social media.
• Provide technical support, related to Software and Apps for both B2B and B2C customers.

Skills on Resume: 

• Live Chat Support (Soft Skills)
• Lead Transfer (Hard Skills)
• Customer Inquiry Triage (Soft Skills)
• Order Booking Assistance (Hard Skills)
• E-commerce Account Management (Hard Skills)
• Customer Communication (Soft Skills)
• Technical Support (Hard Skills)
• Training and Guidance (Soft Skills)

Job Summary: 

• Support both PETNET and Siemens sales, service and operations.
• Document all processes and procedures.
• Initiate frequent and regular contact with new customers to ensure smooth onboarding.
• Ongoing customer support and communication including, but not limited to phone, email, and web-based applications support.
• Report and analyze all customer disputes, document in the CRM tool & report resolution.
• Performs routine data entry, updating various databases with customer demographics. 
• Prepares monthly reports utilizing Excel and PowerPoint.
• Assist with incoming customer calls and documentation.
• Maintain monthly contact with existing customers to foster partnerships with PETNET/Siemens customers.
• Communicate new features and benefits to both internal and external customers.

Skills on Resume: 

• Sales and Operations Support (Soft Skills)
• Process Documentation (Hard Skills)
• Customer Onboarding (Soft Skills)
• Ongoing Communication (Soft Skills)
• Dispute Analysis (Hard Skills)
• Data Entry (Hard Skills)
• Report Preparation (Hard Skills)
• Feature Communication (Soft Skills)

Job Summary: 

• Responds to all inbound customer communications, including email, phone calls, and live online chat within set timelines
• Provides solutions to product-related issues while assisting with global warranty claims
• Supports order fulfillment, shipping, and operations for direct-to-consumer customers, resolves fulfillment issues
• Processes refund and exchange documentation and returned product from the warehouse
• Providing superior customer service over the phone to assist customers with questions or concerns around orders they've placed online, shipment tracking, product availability, etc.
• Empathize with and prioritize customer needs.
• Efficiently enter customer information and conversation notes into the electronic order database.
• Providing customer service to Foot Locker Retail Store Associates as they place orders for their customers.
• Provide exceptional customer care in a fast-paced environment
• Assist with credit-related memberships, services, and product offerings, advocate for solutions that will help callers improve their creditworthiness

Skills on Resume: 

• Customer Communication (Soft Skills)
• Product Issue Resolution (Hard Skills)
• Order Fulfillment Support (Hard Skills)
• Refund and Exchange Processing (Hard Skills)
• Superior Customer Service (Soft Skills)
• Customer Empathy (Soft Skills)
• Data Entry (Hard Skills)
• Credit Membership Assistance (Hard Skills)