Customer Service Consultant

About the Role

The role is based in the United States and offers a unique opportunity to work in a fast-paced environment, interacting with customers via phone and email. You will be expected to maintain a professional and friendly manner, ensuring that all customer interactions are positive and productive.

As a Customer Service Consultant, you will be part of a dynamic team that is committed to delivering exceptional customer service. You will work closely with colleagues to achieve business goals, including meeting agreed service levels and target Net Promoter Score (NPS).

What You Will Do

• Provide timely, accurate, and high-quality customer service to customers via phone and email
• Resolve general customer enquiries and provide account management information on services
• Create a positive relationship with customers, maintaining a professional and friendly manner
• Ensure accurate information is recorded within the customer relationship management system (SSAMS)
• Perform administrative activities to support the provision of service delivery
• Achieve KPIs, agreed service levels, and target Net Promoter Score (NPS)
• Execute all responsibilities in a way that is consistent with name's vision and values
• Collaborate with colleagues to achieve business goals
• Maintain a high level of customer satisfaction, as measured by customer feedback and internal reviews
• Stay up-to-date with product knowledge and services to provide accurate information to customers
• Identify opportunities for process improvements and implement changes to enhance customer service

What We Are Looking For

• Strong verbal and written communication skills
• Customer-focused approach, with a strong emphasis on delivering exceptional customer service
• Resilience and ability to work in a fast-paced environment
• Attention to detail and accuracy, with a focus on providing high-quality support
• Excellent time management and ability to multi-task
• Initiative and improvements-oriented, with a willingness to learn and develop
• Self-starter, able to work independently and as part of a team
• Experience working in a customer service role, ideally in a contact centre or frontline service environment
• Demonstrated working experience in a result-oriented and quality-focused environment
• Experience with lead generation/referral, or the ability to demonstrate confidence or capability in lead generation
• At least 12 months of experience working in a similar contact centre role/environment

Nice to Have

• Experience with customer relationship management systems (CRM)
• Knowledge of Excel and other Microsoft Office tools
• Certification in customer service or a related field
• Bilingual or multilingual skills, to support a diverse customer base

Benefits and Perks

• Competitive salary, with opportunities for growth and development
• Comprehensive benefits package, including health insurance and retirement plan
• Paid time off (PTO) and holidays, to maintain a healthy work-life balance
• Remote work stipend, to support your home office setup
• Professional development opportunities, to enhance your skills and knowledge
• Collaborative and dynamic work environment, with a team that is passionate about customer service
• Access to the latest technology and tools, to support your work and professional growth
• Recognition and reward programs, to acknowledge your achievements and contributions
• Flexible working hours, to accommodate your needs and schedule
• Employee assistance program, to support your well-being and mental health
• Opportunities for career advancement, within the company and beyond
• A culture that values diversity, equity, and inclusion, and is committed to creating a positive and supportive work environment
• A commitment to social responsibility, with opportunities to get involved in community initiatives and charitable events
• A focus on employee satisfaction, with regular feedback and check-ins to ensure you are happy and fulfilled in your role

• When applying for this role, make sure to highlight your customer service skills and experience, including any relevant certifications or training.
• Be prepared to provide specific examples of times when you had to handle difficult customer situations, and how you resolved them.
• Familiarize yourself with name's products and services, to demonstrate your enthusiasm and knowledge of the company.
• Use language from the job description in your resume and cover letter, to show that you have the skills and qualifications required for the role.
• Practice your communication skills, including active listening and problem-solving, to ensure you are prepared for the interview process.
• Research the company culture and values, to show that you are a good fit for the team and the organization.
• Be prepared to ask questions during the interview, to demonstrate your interest in the role and the company.