Customer Service Specialist - $18/Hour, Work-at-Home
Full Time
Greenville, SC
$18 an hour
Posted
Job description
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 service-oriented and self-motivated professional individual to work as a Back Office Refund Specialist to support our client, Samsung Electronics America (SEA). This position is hired as full-time CEF employee, but you will be working directly with Client Samsung specialists and will be responding to various inquiries and supporting requests from end-customers across multiple channels of communication to provide exceptional customer experience.
Our ideal candidate must have exceptional customer service skills. We offer unparalleled benefit packages including medical (PPO plan), dental, vision, life insurance from top-tier insurance providers and potential incentive per performance.
About the Client: Samsung Electronics America (SEA)
For decades, SEA has been leading the charge on innovation. SEA believes that technology can, and should, make the world a better place, so SEA creates new possibilities for people everywhere, pushes the limits of what’s possible, and constantly innovates.
SEA takes pride in the creativity and diversity of talented people – they are at the forefront of everything. Their skillset and mindset drive SEA continued success. SEA aims to create a global team where everyone belongs and has equal opportunities, inspiring our talent to be their true selves. Together, SEA is building a better tomorrow for customers, partners, and communities.
Essential Duties and Responsibilities:
- Position is responsible to review and reject/approve Exchanges and/or Refunds requested by Customer Care departments.
- Responsible for ensuring that Customer Care complies with Samsung’s warranty policy and procedures including Bill of Sale (receipt) &
other requirements prior to approval.
- Responsible for following up with customer to obtain necessary documents and/or provide updated information to progress the case for
shipment or payment.
- Manage multiple tasks to accomplish set KPI targets (inbound customer communication, new cases, follow up on pending cases, etc.)
- Communicate with vendor to resolve issue(s) regarding payment method, payment link, acceptance document, pick up request,
invoices, and other AP (Accounts Payable) related items.
- Monitors the day-to-day refund transactions including approval & rejections to avoid delays that result in tickets being pending for a
long time.
- Report any abnormalities found such as consumer fraud or theft to Security Team.
- Manage the case from start to finish, providing a closed-loop process for the customer in being their case owner.
- Potential to receive inbound calls routed directly to you for customers assigned to you as a case owner.
- Recognize issues and escalate to supervisors as needed.
- Provides final approval to authorize refund payment.
- Perform other relevant duties as necessary.
Necessary Knowledge/Skills:
- Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills.
- Ability to work independently and manage one's time to meet KPI targets.
- Expert ability to prioritize new cases, pending cases, and customer in/out communication without impacting KPIs.
- Ability to accurately document and record all related information.
- Proficiency with Microsoft Word and Excel.
- Enhanced mathematical skills.
Qualification/Experience:
- Bachelor’s degree and 2-3 years of related experience; or High School diploma or GED and 3-5 years of related experience preferred.
- Prior experience in finance, quality assurance, policy compliance, and/or customer service
- Familiarity with sales or service operations of electronic goods manufacturers and sellers.
- Good analytical, interpersonal, communication, and time management skills with the ability to work in a team environment.
Work Hours / Compensation:
- Working hours: Mon-Fri, 9:00am-6:00pm (subject to change)
- Work location: WAH (subject to change)
- Wage: $18/hour
- Comprehensive benefits package (Medical, Vision and Dental)
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