Job description
COMPANY PROFILE
CEF Solutions Inc. provides Consulting Services and Business Process Outsourcing (BPO) services specialized in BPO operations, operations management, and process engineering/ innovation to clients in the customer services industry. We service some of the largest multinational companies in the world and are expanding quickly by delivering an unmatched end-to-end client experience.
We are seeking a detail-oriented and self-motivated professional to work as Customer Service Representative to support our client. Our ideal candidate will have exceptional analytical and communication skills. This position is hired as a contractor by CEF but will be working directly with Client specialists. Work is expected to be performed in an office environment.
Responsibilities:
- Extract various consumer claim data from various data sources available
- Conduct various analyses to understand claim trends and develop necessary insights to establish effective strategies to handle claims
- Take end-to-end ownership of assigned case, analyze, determine the best course of action per given guideline and work with various counterparts to resolve the case
- Analyze and investigate end-customer cases based on the defined processes and protocols
- Make outbound contact to end-customers to follow up on cases across multiple communication channels as needed
- Document all contact information accurately (e.g., transactions, comments, complaints)
- Recognize issues and escalate as needed
- Handle escalated end-customers with positive, empathetic, and professional manner
- Research required information by using various references available
- Perform various tasks on Client proprietary systems
- Perform other relevant duties as assigned
Required Qualifications:
- Excellent verbal and written communication skills
- Ability to work independently with minimal supervision
- Detail oriented with strong follow through and able to organize and prioritize multiple projects
- Good analytical, interpersonal, communication, and time management skills with the ability to work in a team environment
- Ability to accurately document and record all related information
- Works well under pressure and easily adapts to changes in priorities
- Intermediate to advanced proficiency with Microsoft Excel and other MS Office products
Preferred Qualifications:
- High school Diploma (or GED) with at least 3 years of call center experience; or, Associates Degree and above with at least 1 year of call center experience
- Prior experience in servicing customers within the consumer electronics industry is preferred
Other Qualifications
- Eligible to work in the U.S. without any restrictions
- Eligible to travel without any restrictions
- Pass a background / drug test
Work Hours / Compensation / Conditions:
- Work Hours: Monday to Friday, 9:00 AM to 6:00 PM US Eastern Time
- Work Location: On-site in Ridgefield Park, NJ
- Salary: Hourly pay to be determined based on the experience & qualification
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