Subject Matter Expert - Voice Process

Customer Focus:

·      Demonstrates a strong customer service orientation

·      Takes responsibility to follow up with customers to ensure their needs and expectations are satisfied and promises are kept

Soft Skills:

·      Ability to effectively communicate his/her thoughts in a well-organized manner

·      Excellent, live writing skills. Example: Ability to type a minimum of 22 words per minute with few grammatical errors in a back and forth conversation with a customer.

·      Friendly and upbeat style

·      Ability to handle difficult or irate customers effectively

·      Ability to set expectations and deliver information in a positive and articulate way

·      Investigates and takes action to meet customer’s needs

·      Solves routine problems effectively, gathering the information necessary from the customer

·      Applies systematic approach to solving problems

·      Professional and positive in 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

Others

·      Demonstrates clear and polite written communication

·      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

·      Annotate contact topic and action

·      Maintains email handle time, while remaining friendly and informative (after call email to customers)

·      Maintains productivity and quality standards

·      Actively seeks solutions and identifies trends to appropriate personnel including possible solutions or suggestions

·      Demonstrates appropriate sense of urgency for customer responses

·      All other duties as assigned