Customer Service agentTerry SA Inc.

Objectives:
Reporting directly to the Customer Service Data Supervisor, the Conversational Commerce Agent will support TSA's selling activities by influencing existing or potential customers to buy our products. They must provide helpful information about the product and answer questions in a fast-paced environment. Their goal is to promote business growth by expanding the company's clientele and helping customers who encounter challenges in ordering from TSA's online marketplaces to successfully make a purchase. Throughout all of these interactions, the Conversational Commerce Agent must maintain a high level of professionalism and present the organization in the best light possible.
Duties and Responsibilities:
Purchase Driving Tasks
Persuasively engage customers in conversation and influence them to buy products by following a prepared sales script to give product information, price quotations and delivery information.
Use detailed understanding of the product to answer questions from customers and lead them through the purchasing process
Ask relevant leading questions to understand the customer's needs and recommend the best or alternative products for their purposes
Adjust sales scripts to better target the needs and interests of specific individuals
Assist potential customers who have been solicited through advertisements
Accurately record the customer's personal information including phone number, address and other order information in a computer system
Work with team members to meet sales targets and performance goals
Maintain operations by following policies and procedures
Maintain product expertise by reviewing company materials and attending educational seminars such as Havaianas Academy
Conducts market surveys to gather data about potential customers
Customer Care Program Management
Acts as the brand ambassador on all points of contact (staff, store, product & services, events and head office)
Responds promptly to customer inquiries by communicating through the Customer Service Management Tool (Zendesk) that consolidates all customer touch points in one view.
Attract potential customers by answering product and service questions and suggesting information about other products and services.
Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every customer
Maintain company standards during communications in order to ensure high quality service
Prepare sales reports by collecting and analyzing customer needs and submit to the Customer Service Data Supervisor for presentation to management
Escalate customer complaints or concerns to Customer Service Associates to resolve the problem while adhering to company policy
Refer advanced cases to the Customer Service Data Supervisor as necessary
Providing feedback on the efficiency of the customer service process
Prepare product or service reports by collecting and analyzing customer needs to ensure overall customer satisfaction and submit to the Customer Service Data Supervisor for presentation to management
Minimum Qualifications:
With a Bachelor's Degree, preferably with a major in Sales, Marketing, Communications, Management, Mass Communication and other related fields.
With at least 1 year experience in a customer service function, sales or marketing function, with experience in directly handling customers, using CRM tools.
Experience in a position where meeting sales goals was an important indication of performance
Effective verbal/written communication and interaction both with internal and external customers; Articulate in English and Filipino for both written and verbal correspondence
Speed and accuracy in typing
Quick learner, level-headed, organized/detail-oriented, excellent at time management
Intermediate proficiency in Microsoft Office (MS Excel, MS Word, MS Powerpoint)
Pleasant personality and clear communication skills over the phone
Able to effectively handle difficult customers
Able to self-manage and multi-task