Virtual Customer Care Consultant

Essential Position Purpose :

The Virtual Customer Care Consultant is responsible for creating, preserving and cultivating customer relationships via phone, text, email and chat. During interactions the Virtual Customer Care Consultant will analyze and acknowledge customer needs and provide informative and accurate recommendations on current products and promotions, while maintaining high levels of service.

Job Related Responsibilities :

1. Provide exceptional customer service, while educating the customer and providing documentation to summarize customer needs.

2. Inform customers of all upcoming updates, features and additional services.

3. Demonstrate the company’s core and growth values in the performance of all job functions.

4. Maintain current knowledge of products and applicable policies / procedures in order to provide solutions for customer needs.

5. Multi-task by handling 2 to 5 chats simultaneously and piece together varying data, while maintaining fluid conversations.

6. Work closely with other departments to resolve issues including but not limited to sales.

7. Promptly identify, research, and resolve Customer requests.

8. Troubleshoot, navigate, and assist customer with online demonstrations, while consulting and guiding the customers through their online shopping experience.

9. Perform other duties assigned

Core Competencies : Business Acumen.

Problem Solving

Communication.

Consultation.

Critical Evaluation.

Ethical Practice. Cultural Awareness.

Relationship Management.

Change Management.

Organizational Design / Effectiveness.

Time Management

Professionalism