Call Centre Agent

The objective of the Call Centre Agent position is to maintain customer satisfaction and contribute to the company’s bottom line by projecting a professional company image throughout each customer interaction. As part of the Call Centre team, the Agent responds to customer inquiries, evaluates customer needs, determines best options available, and counsels customers on best solutions relative to their needs. The Agent informs customers about additional products and services offered by Dymon enforcing the “one stop shop” philosophy. The Agent also focuses on customer satisfaction recovery by efficiently resolving complaints.
Key Responsibilities:

• Answer incoming calls, including “Live Chat” website enquiries, and respond to customer emails arriving at the Call Centre.
• Ask probing questions to determine customer needs to promote and sell storage solutions and other products and services.
• Process orders, set up new accounts and establish pre-authorized payment plans.
• Document calls and/or update information on prospect list and customer profiles according to standard operating procedures (SOPs).
• Partner with Dymon locations as necessary to offer best solutions possible.
• Communicate and coordinate with internal departments.
• Recognize, document and alert management of feedback and trends in customer calls.
• Follow-up on calls and email correspondence when required.
• Follow SOPs related to the collection of overdue accounts: Contact clients regularly, document collection activities and maintain an up-to-date overdue account list.
• Manage and resolve customer complaints- escalate matters to manager when necessary.
• Follow company policies and SOPs.
• Conduct customer satisfaction surveys from time to time.
• Other duties as assigned.

Primary Objectives:

• Proudly and professionally represent, promote and protect the Dymon Storage brand.
• Contribute to an operation that delivers prompt and reliable customer experiences on a consistent basis.
• Meet and exceed targets related to customer satisfaction, call conversion and sales.

Required Knowledge, Skills & Abilities:

• Superior listening, verbal and written communication skills.
• Demonstrates a solid commitment to customer service and sales.
• Strong interpersonal skills.
• Ability to handle stressful situations.
• Bilingualism considered an asset.

Education & Experience:

• Minimum High School diploma.
• 3 years experience in a Call Centre environment.
• Professional training/education in customer service and sales.

Rated Competencies for this position:

• Reliability
• Customer Focus
• Sales Focus
• Problem Solving
• Pride of Ownership
• Process Compliance
• Communication

Physical demands & Environement:

• General office work.
• Requires sitting/standing, and use of a PC and telephone for prolonged periods of time.
• DYMON Storage is proud to give back to the community and support local, national and international charities. All employees are encouraged to participate in community events and charitable activities organized by DYMON, or through independent involvement.

This job description is intended to convey the information required to understand the scope of the job and the general nature of work to be performed. This job description is not intended to be an all-inclusive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the job.