job description
Join TTEC as a Retail Voice Account Specialist and become part of a dynamic team dedicated to delivering exceptional customer experiences. In this role, you will handle inbound and outbound calls for a leading retail brand, providing top-tier support and resolving customer inquiries with professionalism and efficiency. This is a fantastic opportunity to grow your career in customer service while enjoying a competitive salary package and a collaborative work environment.
As a Graveyard Shift Specialist, you will play a crucial role in ensuring customer satisfaction during non-standard hours. Your contributions will directly impact the success of our client’s retail operations, making this a rewarding and impactful position. If you are passionate about customer service and thrive in a fast-paced environment, we want you on our team!
Responsibility
- Handle inbound and outbound calls for retail customers, providing accurate and timely information.
- Resolve customer inquiries, complaints, and issues with a focus on first-contact resolution.
- Maintain a high level of professionalism and empathy in all customer interactions.
- Document customer interactions and updates in the CRM system accurately.
- Collaborate with team members and supervisors to improve customer service processes.
- Meet and exceed performance metrics, including call quality, resolution time, and customer satisfaction scores.
- Stay updated on product knowledge and company policies to provide the best possible support.
- Adhere to schedule and attendance policies, ensuring reliability during graveyard shifts.
Qualifications
- High school diploma or equivalent; college degree is a plus.
- Previous experience in customer service, call center, or retail support is preferred.
- Excellent communication skills in English, both verbal and written.
- Strong problem-solving abilities and a customer-first mindset.
- Ability to work independently and as part of a team in a fast-paced environment.
- Flexibility to work graveyard shifts (night shifts) as required.
- Basic computer skills and familiarity with CRM systems.
- Willingness to undergo training and adapt to new processes.