Temp - Contact Center Associate II

The IEEE Contact Center Representative will be responsible for responding to member and customer inquiries received by e-mail, Chat, bulk mail, phone, and interdepartmental. Interact and partner with internal and external customers of multi-cultural backgrounds. The incumbent in the role provides prompt and professional high-quality service and solutions to clients. He/She will assume ownership and accountability for the resolution of all inquiries, and attend ongoing training to develop job skills, products/services knowledge, and Contact Center skills. He/She recommends process improvements for optimal service; and participates on teams in support of the department objectives and other responsibilities as designated by the department supervisor. This position is under general supervision and typically reports to a Supervisor.

Key Responsibilities (Specific duties include, but are not limited to;)

• Receive research and respond to member and customer inquiries, regarding membership, single sale orders, subscriptions, society membership, services, benefits, and status.
• Process membership renewals and provide information to members as requested.
• Manage and monitor individual daily workflow to department standards.
• Project a positive, professional image of self and the IEEE to insure productive relationships.
• Assume ownership and accountability for resolution of all inquiries.
• Escalate issue accordingly and ensure details of escalation are clear and concise.
• Participate in all Contact Center outreach programs.
• Participate on teams in support of the department objectives.
• Follow Contact Center SOP (Standard Operating Procedures.
• Attend required training (50hrs) in Products, Services, Professional Development, Technical and Personal training internal or external.
• And other responsibilities as designated by department management.
• Remote agents are expected to attend training, communication meetings, and joint project discussions 20% of standard work time, and possibly outside normal working hours in person as determined by management based on business needs.

Skills and Requirements

• Excellent oral and written communication skills
• Strong organization skills
• Team oriented; ability to partner and share information and foster relationships.
• Must have excellent communication skills with the ability to interact in a professional manner with all levels of staff, suppliers, and volunteers.
• Working knowledge of MS Office Applications (Word, Excel, PowerPoint, Access)
• Global Support Serviceability
• Global Service Location; India & Singapore 8 am to 5 pm IST

Work Experience

• 2-4 years Preferably customer service experience in a high-volume call center providing specialized and expert assistance to all client levels. Req