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Customer Care Associate I
Yahoo!
New York, NY, United States
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Description
PRIMARY RESPONSIBILITIES: • Provide world-class service to all Yahoo Customers in a customer-centric environment • Successfully resolve complex customer e-mail and chat inquiries through the use of multiple customer support tools • Assisting customers with inquiries while providing consultative support and recommendations • Document in detail all interactions with customers • Effectively articulate complex information to a variety of technical and non-technical customers • Educate customers on products and help customers to be successful • Identify and evaluate opportunities to increase customer retention and satisfaction through the use of up-sell and cross-sell of products and services • Successfully performs against department scorecard metrics including Quality Assurance, Average Handle Time, and Customer Satisfaction Rating
MINIMUM REQUIREMENTS: • Bachelor's Degree in any discipline required • 6 months of success customer service or internet experience • Must have flexibility to work Monday thru Sunday, between 6:00am – 9:00pm
PREFERRED: • World-class customer service focus and interpersonal skills with superior verbal and written communication skills • Proven ability to communicate complex technical problems in "customer friendly" language • Consistent record of outstanding quality assurance scores • Exceptional interpersonal skills and commitment to customer satisfaction • Proven ability to work in a high paced, nimble, and fluid work environment • Demonstrate superior troubleshooting skills with hardware and software applications in a PC/Mac environment, ability to think outside of the box and find creative ways to solve customer problems • A working understanding of e-commerce principles and support elements • Solid decision making skills • Must demonstrate effective oral and written communication skills and the ability to work cooperatively with internal and external business partners • Proven ability to work independently in a fast-paced environment • Intermediate knowledge of Microsoft Office suite • Well organized with the ability to multi-task and prioritize workload