Customer Care Advisor (English Speaker) - Evening Shift

Job DescriptionJob Title: Customer Care Agent - Inbound - North AmericaLocation: Tunis, TunisiaOverview of Role: As our Inbound Customer Care Agentin our Contact Center,you will act as the first point of contact for our current and potential customers. You will provide firsthand support in relation to queries in regards to incoming sales, account queries, issues and product questions via phone and email. PRIMARY RESPONSIBILITIES:

Resolving customer queries and issues, problem solving and negotiating, in a timely manner over the phone or via emailProvide appropriate solutions and alternatives with the time limited and follow up to ensure resolution and customer satisfaction is achievedInput and track orders, returns, pick-ups and advise customer of updates to ensure customer satisfaction is achievedProcessing customer orders and providing expert advice on the company’s extensive products Process payments, manage invoice and statement queries and escalate as required to the relevant teamMaximizing sales opportunities by identifying and seizing opportunities to upsell Utilise your language skills by translating and proof reading orders receivedDevelop and maintain strong relationships with our customers Work towards achieving the team service level targets Maintain up-to-date knowledge of our products and processes to ensure customers are well informed Adhere and follow the company’s communication procedure, guidelines and policies Ad hoc projects and duties as requested by management REQUIRED KNOWLEDGE/SKILLS/ABILITIES:

Must be fluent in EnglishExperience in North American market is requiredPrevious experience in a customer service role is highly desirable but full and ongoing coaching and support will be givenCustomer focused, have the ability to deal with our customers in a friendly and polite mannerAn energetic, self-starter who excels in interpersonal skills, with a focus on listening and questioning skills Self-motivated and goal oriented, always willing to go above and beyond for our customer Have the ability to multitask and manage time efficientlyStrong desire in delivering the highest level of customer service and the drive to be successful in order to exceed targets and integrate into a team-based organization Have the ability to maintain professionalism under pressure, ability to analyse a problem quickly and resolve it following proceduresEnjoy working in a team environment, working towards targets and maintaining high levels of quality customer serviceExperience with MS office and other systemsExcellent telephone manner and email etiquette along with strong communication skills About Pens.

comPen. com's personalized promotional products are created for and inspired by small businesses. With 56 years of experience and serving 22 countries worldwide, Pens. com offers MORE value, savings and time to customers through expert guidance on a broad range of personalized promotional products, including writing instruments, stationery, drinkware, bags, gifts, and trade show accessories. Pens. com operates via a network of more than 10 facilities across North America, Europe, Africa, and Asia. To learn more, visit: www. PENS. comPens. com is a National Pen and Cimpress brand (Nasdaq: CMPR).