Tech Data - US

Customer Service Representative

Location MX-JAL-Zapopan
Req Number
2018-19728
Weekly Work Hours
40
Shift
8-5
Travel Required
None
Relocation Assistance Available
No

Overview

Provides telephone and e-mail support to customers in resolving more complex shipping, credit and returns issues.

 

Essential Duties & Responsibilities Required

  • Provides the highest level of customer service at all times to internal and external customers.
  • Creates cases and all tasks associated with customer calls, e-mails, etc.
  • Creates follow-ups with customers in order to provide the best customer experience.
  • Follows department guidelines for methods of research and accuracy.
  • Maintains notes in appropriate systems.
  • Identifies issues that need escalation and passes on to the appropriate person.
  • Utilizes all necessary internal applications.
  • Interacts with associated internal department to resolve issues.
  • Meets attendance and punctuality standards.
  • Performs additional duties as assigned by Management.

Qualifications, Required Knowledge Skills & Abilities and Working Conditions

The requirements listed below are representative of the knowledge, skill, and/or ability required:

  • Able to be diplomatic when handling calls/correspondence for Management.
  • Able to build solid, effective working relationships with others.
  • Able to assimilate research data from a variety of sources, analyze, and recommend appropriate courses of action to take.
  • Able to constructively work under stress and pressure when faced with high workloads and deadlines.
  • Able to respond to incoming calls and greet public in a friendly and courteous manner.
  • Able to adjust readily to change and adapt as needed.
  • Able to avoid win/loss situations and ensure productive resolutions of conflict.
  • Able to display a preference for interacting with people, being friendly, outgoing, articulate and socially at ease.
  • Able to execute instructions and to request clarification when needed.
  • Able to express ideas clearly and convey necessary information.
  • Able to be stationary for long extended periods.
  • Able to use relevant computer system applications (which may include spreadsheets, word processors, databases, etc) at a basic level. Able to be attentive and foster two-way conversation.
  • Able to use common office equipment.
  • Able to perform basic mathematical calculations.
  • Able to provide courteous, timely service when addressing customer questions and concerns.
  • Able to quickly learn new systems and technology.
  • Able to maintain confidentiality of sensitive information.

Required Education and Experience:

  • High School Diploma or equivalent is required.
  • A minimum 6 months experience in a Customer Service role.
  • A minimum of 35 wpm typing skills
  • Able to maintain confidentiality of sensitive information.

 

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