Job requirement
JOB TITLE: CUSTOMER SERVICE REPRESENTATIVE (Full Time)
DEPARTMENT: CUSTOMER CARE
REPORT TO: TEAM LEADER
NIIT Media Technologies, LLC (NMT) is the world’s first solutions and services firm to provide media companies with comprehensive, media industry-specific, business and IT solutions and both front- and back-office operations delivery. With a track record of nearly 100 years of media industry, business process and technology expertise, NMT helps media companies enhance their operational efficiency, reduce their operating expenses and increase their revenue.
Statement of Job:
The Customer Service Representative will be responsible for handling inbound calls, outbound calls and emails for NMT vendors. The position is responsible for handling complaints, missed deliveries, damaged papers, billing inquiries, subscription starts, temporary stop/starts as well as contacting customers who have not renewed an existing subscription, or have started a new subscription and not yet made a payment. The position will handle issues for customers who want to stop their subscription as well as other general inquiries.
Education:
High School Diploma required, or GED; some college preferred.
Experience and Training:
Prefer candidates with previous experience in customer service, retention, sales and data entry. Candidate must have excellent telephone skills and a pleasant voice with a desire to provide superior customer service.
Duties of the Job:
* Answer telephones and responds to emails in a prompt and courteous manner. Handle escalations in an expeditious fashion. Perform outbound calls to increase retention percentage and record proper information for subsequent analysis.
Job Requirements:
* Must be able to work morning/afternoon/evening hours Monday through Sunday, including holidays.
* Must possess excellent verbal and communication skills.
* Ability to handle stressful situations.
* Must be able to multi-task.
* Must be able to read and comprehend account information from VDT monitors.
* Always maintain confidentiality of information concerning customer accounts, as well as employee, data and personnel issues.
* Possess data entry skills/ability.
Work Environment:
Employee will work in busy office environment.
Employment Requirements:
Candidates must be able to successfully complete a background check and drug-screening to be eligible for hire. Additionally, all NMT employees are required to participate in direct deposit.
This is not necessarily a comprehensive list of responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job, or require that other or different tasks be performed when circumstances change (emergencies, changes in personnel, workload, rush jobs, or technological developments). Furthermore, I understand that I will be required to work various shifts that will include weekdays and weekends, early mornings, day and/or night shifts.
