Customer Service Agent

Location: Skopje Macedonia

Seniority: Mid-level

Employment type: Full-time, with flexible starting hours from 12 pm to 4 pm, ending between 9 pm and 1 am, Monday to Friday

Job function/department: Customer Service

Reports to: Team Lead (Operations)

Website: www.frontlogix.com

About Front Logix Solutions:

Located in Santa Monica California USA and Skopje Macedonia, Front Logix is an emerging Business Process Outsourcing (BPO) provider that provides businesses around the world with next-gen customer experience and customer care services that streamlines the way businesses engage with their customers. We offer the best human capital solutions for creating stronger relationships, increasing sales, and improving customer retention rates. We partner with our clients to create workforce strategies that drive customer loyalty. We help them make the most of their customer data, create new customer experiences, and optimize their business processes. By investing in better customer service, our clients find themselves with more satisfied customers who stay happy for longer periods of time all while reducing operational costs.

Position Summary:

Customer Service Agents receive calls from customers calling in to inquire about or schedule a Repair service appointment on appliances, home electronics, or lawn and garden equipment. By taking full ownership of the call, the advisor will convert the inquiry into a cash call sale and recommend related/add-on Home Services products such as Home Warranty, Clean and Maintain, Home Improvement products, etc. in order to increase profitable revenue. Uses skills and resources to provide professional, courteous and efficient customer service to all members.  Demonstrates effective

customer-focused selling, communications, and handling objection skills. Assists customers or directs customers to the proper source for assistance.

Work will be performed from our office.

Duties and Responsibilities: 

• Receives inbound call from customers via telephone and sells repair services and/or related products stressing the features and benefits
• Handles inbound/outbound calls in a timely and professional manner, and applies skills in the area of communication, customer service and knowledge-based problem solving
• Follows call flow process and converts inquiry calls into sales, fields questions, probes and overcomes specific objections raised by the customer; offers the best value for the customer in terms of price, discounts, multiple, marketing and additional products
• Schedules repair service and sells Home Service protection products to the customer by entering the required data into computerized system
• Enters leads for home improvements into computer system and/or transfers the call directly to the Home Improvement call center
• Answers customer inquiries, verifies order and/or updates customer order information, or transfers the customer to correct source in order to provide the best service for the given situation
• Complies with and adheres to selling policies, procedures and Company ethics and policy
• Works with other team members to provide the highest level of customer service and meet team goals
• Performs other duties as assigned
• Proficient in email, or any chat; understanding of basic live chat and service technology for fielding client/customer requests

Required Qualifications / Experience / Knowledge:

• 1+ years of relevant customer experience or customer support (contact center or BPO experience)
• Basic math skills: Counting, addition, subtraction, multiplication, division
• Applies skills in the area of communication, customer service, and problem solving
• Ability to adapt to change, possess drive, be perceptive, demonstrate good intuition and actively listen to customer
• Must be able to apply reasoning and comprehension to carry out simple written or oral instructions; deal with problems involving a few concrete variables in standardized situations; occasionally interpret and adapt to customers’ needs, find solutions that are outside of the standardized situations.
• Ability to communicate in spoken and written English well enough to be understood by supervisors, co-workers, and customers
• Ability to enter data and maneuver efficiently using a keyboard, operate a mouse, use telephone and headset equipment, and listen while keying information into the system
• Ability to meet the physical requirements of frequent sitting and some standing and walking, with bending and reaching as necessary
• Ability to demonstrate self‐control by maintaining composure and keeping emotions in check even in difficult situations
• Demonstrated ability to work independently and initiate activities, think creatively when trying to find alternate sources, set priorities, manage multiple priorities, and deliver on-time results
• Email, Google Search, communication tools
• Usage of any phone system (e.g. VOIP)
• High School Diploma or Equivalent

Preferred Skills:        

•  Sales experience

A competitive compensation package is offered based on qualifications:

• Private health insurance
• Vacation and paid holidays
• Wellbeing program – Sport Master
• Free beverages and snacks
• Social events / team buildings
• Diverse and inclusive environment
• Location: Skopje, Macedonia
• Compensation: Based on experience