Job Title: Consultant - Customer Service
Posted by: Sutherland on May 21, 2020
Location:
Rochester , NYJob Description:
Description:
Bloomberg.com provides factual, credible, authoritative, lightning-fast journalism for a global business audience. The Bloomberg.com team handles a variety of inbound and outbound customer service inquiries via email regarding questions or requests related to service, product and account information. Members of our team must be able to work individually to deliver perfect experiences for these customers. We must professionally champion the message of our client while representing Sutherland and deliver desired results in the highest quality manner with strong attention to detail. All members of the team actively contribute to achieve stated team goals and objectives
The team: Our customers are asking questions related to various Bloomberg products, services, billing and account information. Customer Support Representatives must stay focused on handling our customers in a courteous and professional manner while resolving all issues quickly and correctly, the first time. Candidates for this program must have solid PC, Mac and Mobile Device (iPhone, iPad, Android) experience, superior written communication and typing skills, and a strong focus on delighting customers.
Operating Hours: Monday - Saturday 9:00 am - 6:00 pm
Experience:
Strong knowledge and experience with the following: browsers (Chrome, IE, Firefox, Safari), operating systems (Windows, Mac) and mobile devices (phones and tablets). Demonstrated professionalism and diplomacy with a true passion for customer service and the ability to empathize with concerned customers, work through retention efforts to save subscriptions and look for signs of upsell opportunity. Demonstrated ability to research and resolve problems using a variety of resources and tools. Superior verbal and written communication skills. Minimum typing speed of 30 WPM. Minimum 1-year applicable (customer service or similar operation) experience. Experience with Bloomberg products and services preferred.
Responsibilities:
The Bloomberg.com Customer Support representative plays an integral role in the success of the Customer Support team. Specifically, he/she will be responsible for:
Reply to inbound customer emails with questions relating to Bloomberg products and services, including cancellation requests, navigation and troubleshooting. Professional and courteous interactions with subscribers and non-subscribers Apply defined practices, procedures and company policies to resolve issues and address routine customer questions. Verify customer account and update necessary information, as needed. Use of probing questions to help troubleshoot and resolve customer issues and identify appropriate retention/upsell opportunities. Provide clear and concise written direction or explanation to customers questions or request.
Qualifications
Our most successful candidates will have:
High school diploma or GED Demonstrated ability to perform at a high level, to support our high volume of inbound calls Excellent verbal and written communication skills; proficient reading skills required Multi-tasking skills, showcased through the use of several applications; experience working with CRM applications preferred Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience required Prior customer service experience preferred
Pay Rate:
HR. Website URL:
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About Sutherland
Established in 1986, Sutherland Global Services is a global provider of business process and technology management services offering an integrated portfolio of analytics-driven back-office and customer facing solutions that support the entire customer lifecycle. Headquartered in Rochester, N.Y., Sutherland is one of the world’s largest independent BPO companies employing over 30,000+ professionals across 40+ operation centers and business operations located in Brazil, Bulgaria, Canada, China, Colombia, Egypt, Estonia, India, Jamaica, Malaysia, Mexico, Morocco, Philippines, Slovakia, Sweden, United Arab Emirates, United Kingdom, and the United States. Since inception, Sutherland has remained laser-focused on a single mission: to help our clients maximize their customer lifetime value and increase their competitive advantage by helping drive productivity and efficiency while delivering measurable results. The focus of the mission is not just cost reduction, but driving business performance improvements across processes spanning revenues, cash flow and capital utilization as well as maximizing customer satisfaction, and enhancing overall competitive advantage of the client organization. The measureable results of the mission are delivered by the flawless execution of a seamless suite of services – referred to as Integrated BPO – that operate across the entire lifecycle of the Clients’ customers and cover both the revenue and cost sides of the client’s business operations including corporate functions such as F&A and HR. .