Training and Documentation Assistant - Customer Service, MS Office

Currently, we are looking for talented resources for one of our listed clients. If interested please reply to me with your updated resume or feel free to reach out to me for more details at (347) 579-7249

On-Site role

Job Description:

• Assist Quality leads and Training lead to formulate a customer support agent performance coaching program.
• Assist in developing ongoing training calendars to align with areas of improvement opportunities for customer support agents.
• Coordinate with quality and training leads to develop and maintain consistent standard operating procedures for in-house and outsourced team reviews and ongoing quality calibrations.
• Partner with the training team to update and maintain customer service knowledge resources to arm representatives with current and accurate information for consumers.
• Monitor and respond to customer escalations and assist with general customer service support as needed, including assisting with the placement of orders, refunds, or exchanges on behalf of the consumer.
• Handle administrative tasks as requested by management.
• Uphold the policies of the E-Commerce and Merchandising department as stated in the Client Customer Care Help Center.

Skills:
TOP SKILLS:

• Detail oriented, able to pay close attention to requests and nuances.
• Strong in multitasking, able to juggle multiple priorities and set expectations around reasonable deadlines.
• Some level of team training or coaching background.
• Knowledgebase/documentation management.
• SharePoint and Zendesk knowledge would be a plus.
• Strong communication skills, both verbal and written.
• Ability to recognize situations that need to be escalated
• Independent thinker, able to make meaningful decisions based on each situation.
• Excellent follow-up skills and 100% follow-through on commitments.
• Result and action oriented, resourceful, and efficient
• Strong work ethic, highly motivated, upbeat personality, and a team player.
• Ability to analyze and report on trends and issues.
• Strong computer skills, Microsoft Office, Internet search skills.

Education:

• Bachelor's Degree in business or related field preferred.

About us:
At our organization, we take our mission and values to heart! We are on a mission to offer more and better jobs all over the world! Our goal is to care for you while you care for our clients and get you paid the highest pay possible. All our associates working with us are expected to embrace our RACE values: R - Results Matter, A- Approachable, C - Care, and E - Emergency i.e. work with a sense of urgency.

For more relevant job opportunities please visit our website: Denken Solutions Careers