- In short, the Quadient Customer Support Advocate is responsible for handling inbound inquiries from internal/external customers, dealers, and field service offices
These calls will vary between: dispatching, repair questions, detailed problem resolution through troubleshooting equipment, postage and supply support, billing inquiries, and the resolution, review, and explanation of contractual agreements as well as other various requests Our top-notch Customer Support Advocates are highly emotional intelligent, possess the initiative to seek and embrace change, passionate about helping others, remain flexible/adaptable as the business needs require, proficient in problem-solving, able to improve the company by establishing and achieving goals, use a style of communication that is open and honest, and represent our organizational core values in every interaction
- Responsible for promptly handling incoming calls for inquiry resolution and processing document/email inquiries for district, dealer, property managers, residents and internal customers
- Provide first-call resolution when troubleshooting the company's key solutions, including equipment models and parcel locker products
- Use various software programs while assisting customers and properly document information relative to the call
- Interact professionally with internal and external areas to resolve issues accordingly
- Respond to voicemails, emails, and digital communications in a clear and concise manner that is timely based on the urgency of the request
- Exercise judgment and discretion in the completion of daily tasks and interactions with customers
- Partner with the managers, leads, and fellow team members to ensure full preparation to work efficiently and effectively
- Research and resolve routine requests and customer concerns as received
- Provide global support for all Quadient products and services
- Take every opportunity to exceed the expectations of both internal and external customers
- Embrace learning and feedback for continuous improvement
- Accomplish additional tasks, duties, or projects assigned by the management team based on the needs of the business
- Be able to meet and exceed established call metrics and follow a set schedule predetermined by our workforce team
Demonstrate the commitment to customer retention and teamwork globally
