Customer Care Associate

- Lifelong Customer Service Associate is a critical part of our mission to deliver timely, accurate and professional customer service to all Lifelong customers. 

- This vital position requires an action-oriented, flexible problem-solver who will assist customers in correcting post-sales problems. 

- Associates communicate with customers primarily through mail, chat and phone and utilize a various tools to navigate customer accounts, research and review policies and communicate effective solutions in a fun and fast-paced environment.

Knowledge & Skills Required :

Communication Skills:

- Excellent communication skills (written and verbal) both English and Hindi

- Ability to communicate correctly and clearly with all customers

- Excellent documentation skills

- Good comprehension skills ability to clearly understand and state the issues customers present

- Ability to concentrate follow customers issues without distraction to resolution

- Good composition skills ability to compose a grammatically correct, concise, and accurate written response

- Work successfully in a team environment as well as independently

Computer Knowledge/Skills:

- Ability to use a desktop computer system

- Familiarity with Windows XP, Microsoft Outlook, Microsoft Word and Internet Explorer

- Excellent typing skills

- Demonstrates understanding of the Internet, Amazon.com website, and competitor websites

- Demonstrates an ability to successfully navigate websites

- Demonstrates a proficient knowledge of email applications

- Demonstrates an ability to learn in various media

- Ability to successfully adapt to changes in the work environment

Customer Focus :

- Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environment

- Ability to empathize with and prioritize customer needs

- Demonstrates interpersonal skills with a diverse customer base

- Demonstrates conflict resolution, negotiation, and de-escalation skills

- Demonstrates ownership to resolve challenging customer issues, escalating when necessary

- Ability to determine customer needs and provide appropriate solutions

- Maintain regular and reliable attendance, including the daily schedule as assigned

- Flexible with the working schedule; may be expected to work weekends, holidays and events

- Ability to work overtime as required by business - as much as 60 hours a week, most often occurring in the weeks surrounding the Christmas holiday season

Problem Solving Skills :

- Effective problem solving skills including decision making, time management and immediate prioritization of tasks as assigned

- Ability to approach problems logically and rationally

- Action oriented and self-disciplined

- Organized and detail-oriented

- Ability to quickly and effectively prioritize work time in various departments to meet business need

- Ability to maintain composure in highly escalated situations

- Qualified candidates will be comfortable in a multi-tasking, high-energy environment. They will be creative and analytical problem solvers with a passion for excellent customer service

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