Support Analyst

Job Summary

JOB SUMMARY

The position is responsible in providing assistance to Office Depot customers with their order concerns, ecommerce and loyalty related calls, tracking of order, complaints, and general inquiries. Some of the duties involve strict verification process, collecting of customer’s credit card information, and scheduling deliveries. This role requires good communication skills and strong comprehension to be able to deliver high customer satisfaction required by the client through its established KPIs.

Key Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Email & Chat support team that respond to web-based customer inquiries and complaints.
• Answer incoming customer contacts via email & Chat regarding product problems, and general customer concerns
• Resolve problems by clarifying the customer complaint and provide the best solution
• Assist customers with their concerns guided by quality and training procedures provided by the client

Engage analytical skills in correcting customer issues resulting from failure in delivering orders, rewards, billing, or invoicing errors

Adhere to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction

Order management, track and tracing, and answer inquiry of customers

Ensure that calls and chats receive will be addressed while following processes and procedures set by Quality and Training of Office Depot

Completion of mandatory trainings and monthly assessment to gauge understanding and retention

Skill Requirements

SKILLS AND COMPETENCIES

Focuses on delivering a positive customer experience

Ability to quickly acquire knowledge of new processes in order to execute accurately on customer accounts

Ability to multi-task

Strong organizational and time management skills - ability to organize and prioritize Focuses on delivering a positive customer experience

Should be professional, courteous, friendly, and empathetic

Other Requirements