Customer Service Specialist - (NightShift) - Work from Home

Role & responsibilities

• Responding to and providing best in class customer service from inquiries received from retailers and customers via email and phone.
• Investigating order concerns and finding solutions that balance the needs of the business and the customer.
• Updating information and basic reports in Excel.
• Processing replacement orders into SAP.
• Using discretionary judgment regarding customer orders and concerns.
• Ensuring that the appropriate feedback is reaching the applicable department or stakeholder.
• Meeting metrics such as average handle time, productivity and quality.
• Maintaining a positive brand image for NewAge Products while interacting with customers, vendors or retailers.

Preferred candidate profile

• Must have at least 2 years of customer service experience. Preferably in a Call Centre environment
• Ability to manage a database of returns and customer inquiries.
• Strong customer service skills, business acumen, and positive demeanour.
• Strong initiative and ability to work independently.
• Excellent time management and organization skills.
• Ability to negotiate and display confidence.
• Ability to handle escalated customer concerns while remaining calm and professional.
• Working knowledge of Microsoft Office (Outlook, Word, and Excel)

Candidate should have below requirements at their home for WFH

• Steady broadband or cable Internet
• Appropriate working desk for Work from home