Customer Service Representative

Overview

Customer Service Representative - Hybrid
Medellín, Antioquia, Colombia

As a Customer Service Representative, you'll be part of our Tools & Outdoor team working as a hybrid employee.

Responsibilities

• Effectively and professionally handle all customer inquiries - calls, email, web, and fax transactions to ensure satisfaction, while supporting Stanley Black & Decker's Key Performance Indicators (KPIs).
• KPIs measured will include abandonment rate and answer time.
• Act as a liaison with sales personnel, distributors, and service personnel to meet and exceed customer expectations.
• Consistently improve and manage customer communication flow on promotions and product information.
• Update, maintain, and analyze customer account profiles.
• Maintain working knowledge of all company products, services, and promotions.
• Assist in training new employees in addition to other duties as assigned by management.

Qualifications

• High School Diploma or its equivalent required.
• 6 months to 1 year’s worth of experience within customer service and call center environment.
• Proficient in Microsoft Office (Excel, PowerPoint, Word). SAP & Salesforce, Zendesk preferred.
• Interpreting KPI'S.
• High level of English.
• Excellent written and verbal communication skills.
• Ability to research answers using multiple resources to satisfy customer inquiries in a timely manner.
• Patience and positive attitude.

Benefits

You'll receive a competitive salary and a great benefits plan.

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