Overview of Role:

As our Inbound Customer Care Agentin our Contact Center,you will act as the first point of contact for our current and potential customers.  You will provide firsthand support in relation to queries in regards to incoming sales, account queries, issues and product questions via phone and email.

PRIMARY RESPONSIBILITIES:

• Resolving customer queries and issues, problem solving and negotiating, in a timely manner over the phone or via email
• Provide appropriate solutions and alternatives with the time limited and follow up to ensure resolution and customer satisfaction is achieved
• Input and track orders, returns, pick-ups and advise customer of updates to ensure customer satisfaction is achieved
• Processing customer orders and providing expert advice on the company’s extensive products 
• Process payments, manage invoice and statement queries and escalate as required to the relevant team
• Maximizing sales opportunities by identifying and seizing opportunities to upsell 
• Utilise your language skills by translating and proof reading orders received
• Develop and maintain strong relationships with our customers 
• Work towards achieving the team service level targets 
• Maintain up-to-date knowledge of our products and processes to ensure customers are well informed  
• Adhere and follow the company’s communication procedure, guidelines and policies 
• Ad hoc projects and duties as requested by management 

REQUIRED KNOWLEDGE/SKILLS/ABILITIES:

• Must be fluent in English
• Experience in North American market is required
• Previous experience in a customer service role is highly desirable but full and ongoing coaching and support will be given
• Customer focused, have the ability to deal with our customers in a friendly and polite manner
• An energetic, self-starter who excels in interpersonal skills, with a focus on listening and questioning skills 
• Self-motivated and goal oriented, always willing to go above and beyond for our customer 
• Have the ability to multitask and manage time efficiently
• Strong desire in delivering the highest level of customer service and the drive to be successful in order to exceed targets and integrate into a team-based organization 
• Have the ability to maintain professionalism under pressure, ability to analyse a problem quickly and resolve it following procedures
• Enjoy working in a team environment, working towards targets and maintaining high levels of quality customer service
• Experience with MS office and other systems
• Excellent telephone manner and email etiquette along with strong communication skills 

About Pens.com 

Pen.com's personalized promotional products are created for and inspired by small businesses. With 56 years of experience and serving 22 countries worldwide, Pens.com offers MORE value, savings and time to customers through expert guidance on a broad range of personalized promotional products, including writing instruments, stationery, drinkware, bags, gifts, and trade show accessories. Pens.com operates via a network of more than 10 facilities across North America, Europe, Africa, and Asia.​

To learn more, visit: www.PENS.com  

Pens.com is a National Pen and Cimpress brand (Nasdaq: CMPR).​