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Customer Care Associate
Yahoo!
Hillsboro, OR, United States
Job Details - this job has expired, please see similar jobs below
Description
The Yahoo Customer Experience team is dedicated to inspiring and delighting
users, advertisers, partners and fellow Yahoos around the world through
experiences that champion the Yahoo brand, products and content. We inform,
develop and execute campaigns, events, partnerships and premium support for
our audiences, in close collaboration with our business partners and in support of
Yahoo's business strategy.
A Little About Us
The Customer Experience team is responsible for providing world-class service
to Yahoo Customers by resolving customer inquiries through multiple contact
channels, including phone and chat. We are hiring so that we are able to
successfully address and resolve customer inquiries to ensure first contact
resolution.
A Lot About You
The Customer Experience Agent should have high levels of discretion, with
experience in handling highly sensitive material and should be well organized
with the ability to work independently in a dynamic, fast-paced environment,
multi-task, prioritize workload and should have solid decision making skills. They
will be required to consistently contribute ideas to further improve the Yahoo
Customer Experience. Additionally, the Agent is responsible for making every
customer interaction count through a relationship building consultative servicing
approach that involves identifying opportunities to make every customer
successful.
Your Day
• Provide world-class service to all Yahoo Customers in a customer
centric environment
• Successfully resolve complex customer e-mail and telephone
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
You Must Have
• 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