POSITION DESCRIPTION Name: Job title: Customer Service Agent Front Office – Date: April 2018 Department: Operations Reports to: Customer Service Supervisor Basic purpose: The Customer Service Agent Front Office will provide first tier support for all print and digital products – published, supported and supplied by Cengage, ensuring a customer-focused single point of contact for end users seeking support for all print and digital products for Primary, Secondary and Higher Education. Principal accountabilities: Key Outcome % of Objectives and Tasks Core Competencies Standards and Area Total Job Single point of 60% Troubleshoot and resolve Ability to walk Adherence to contact for incomings calls, emails and customers through policies and customer website inquiries related to all various company procedures support Cengage products (print and websites and digital) while following company provide light Customer feedback policies. technical troubleshooting Issues resolutions Identify, triage and escalate priority issues. Ability to assist Number of customers in ZenDesk tickets Navigate through various technical issues and processed weekly software programs (e.g.AS400, concerns ZenDesk) / company website / Work effectively windows while conversing with Working knowledge within a team customers to resolve outstanding of browsers environment to issues and ensure customers are accomplish satisfied with the outcome. Willingness to department goals embrace new and objectives Troubleshoot and resolve technologies and customer-reported issues related embrace change Demonstrate a to the system requirements of pleasant and Cengage's digital solutions Ability to convey professional including but not limited to empathy when demeanour at all operating systems, browsers, interacting with times plug-ins, internet connectivity, customers etc. Team morale Comfortable with Fully and accurately document dealing with Ability to work well customer interactions using ambiguous with all team ZenDesk. situations members Complete and resolve 20% of all ZenDesk tickets weekly.
POSITION DESCRIPTION Name: Job title: Customer Service Agent – Front Office Date: April 2018 Department: Operations Reports to: Customer Service Supervisor Basic purpose: The Customer Service Agent – Front Office will provide first tier support for all print and digital products published, supported and supplied by Cengage, ensuring a customer-focused single point of contact for end users seeking support for all print and digital products for Primary, Secondary and Higher Education. Principal accountabilities: Key Outcome and Area % of Total Job Objectives and Tasks Core Competencies Standards Single point of contact for customer support 60% Troubleshoot and resolve incomings calls, emails and website inquiries related to all Cengage products (print and digital) while following company policies. Identify, triage and escalate priority issues. Navigate through various software programs (e.g.AS400, ZenDesk) / company website / windows while conversing with customers to resolve outstanding issues and ensure customers are satisfied with the outcome. Troubleshoot and resolve customer-reported issues related to the system requirements of Cengage's digital solutions including but not limited to operating systems, browsers, plug-ins, internet connectivity, etc. Fully and accurately document customer interactions using ZenDesk. Complete and resolve 20% of all ZenDesk tickets weekly. Ability to walk customers through various company websites and provide light technical troubleshooting Ability to assist customers in technical issues and concerns Working knowledge of browsers Willingness to embrace new technologies and embrace change Ability to convey empathy when interacting with customers Comfortable with dealing with ambiguous situations Adherence to policies and procedures Customer feedback Issues resolutions Number of ZenDesk tickets processed weekly Work effectively within a team environment to accomplish department goals and objectives Demonstrate a pleasant and professional demeanour at all times Team morale Ability to work well with all team members
Customer%20Service%20Agent%20%20CSA2318.docx