Trainee-Voice

Job Summary

The position is responsible in providing assistance to Office Depot customers with their order concerns, ecommerce and loyalty related calls, tracking of order, complaints, and general inquiries. Some of the duties involve strict verification process, collecting of customer’s credit card information, and scheduling deliveries. This role requires good communication skills and strong comprehension to be able to deliver high customer satisfaction required by the client through its established KPIs.

Key Responsibilities

Responds to telephone inquiries and complaints using standard scripts and
procedures.
• Gathers information, research/resolves inquiries and logs customer calls.
• Communicates appropriate options for resolution in a timely manner.
• Informs customers about services available and assesses customer needs
• Makes recommendations to customer based on the inquiry and what the company
guidelines allow.
• Minimize call escalation through effective communication and knowledge of
company’s policies and procedures.

Skill Requirements

The minimum experience requirements are:
• 1-2 years of experience in call center environment (preferred)
• Knowledge of VOC metrics and quality standards (preferred).
• Excellent interpersonal skills. (preferred)
• Excels at operating in a fast pace, community environment (preferred)

Other Requirements