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Description:This individual will be required to understand and perform all aspects of the Customer Support Team related to the normal day to day requests of Regeron Pharmaceuticals customers. Although inbound phone work is the primary focus of this position, generalists will also be expected to support customers via email, and the World Wide Web. This position requires basic computer skills and the aptitude to learn software tools needed to complete the following daily tasks: basic requests for pricing, ordering, order status, training enrollment and requests for invoices. Responsibilities: Customer Service - The majority of time will be spent servicing both internal and external customer requests via the phone, email and web. Must be resourceful, display excellent decision-making, problem solving, and conflict resolution skills, and show a proper amount of empathy for our customers. Must also be a champion for our customers. This person will have direct supervision but should be able to work independently. Project related activities - After six to eight months a person at this level will be participating in assigned projects that are primarily departmentally focused. They will be responsible for: identifying and implementing ideas for process and policy improvements; writing and reviewing solutions; and participating on cross-functional teams.This open job position is to be lasted for the minimum of 18 months depending on how well the employee perform.. Qualifications High school diploma or GED Minimum 6 Months customer service experience Minimum 3 months experience working with customers over the telephone Experience working in a Home Office environment with multiple applications and navigation between applications to solve problems a plus. Ability to type minimum 20 WPM Strong problem solving skills Strong verbal and written communication skills Strong organizational skills Excellent judgment and decision making skills Follow through on tasks to completion, and take ownership of issues Ability to identify and implement process and policy improvements Additional language skills: preferably Spanish Previous experience using a CRM application (preferably Siebel or Vantive)
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