Proactive Chat Agent
Proactive Chat Agent
Function: Sales/Telesales Location: Halifax Contact Centre, Lower Sackville, B4C 3E4, Nova Scotia Date posted: 11/16/2016 Type: Full-time Permanent / Contract: Regular Job number: 997225
Job Purpose: The Proactive Internet Chat Representative will focus on driving sales and engaging online customers for Staples.com Delivery Customers through an industry leading Proactive Chat platform. This platform, launched in 2015 is adding tremendous value to our customer’s online shopping experience. These objectives will be accomplished by proactively uncovering and analyzing customer’s needs, helping them find products that match their needs and budget, suggesting products and services, while enhancing our customer’s online experience.
Responsibilities: • Must meet or exceed online activity and sales goals. • Meet or exceed customer interactions per day. • Promoting cross-sell and up-sell opportunities for our customers • Meets 100% of individual sales goal and proactively contributes to the monthly team goal. • Maintain a response time in accordance to the program requirements. • Proactively engage customers in conversation to uncover business needs while providing Staples as a total business solution. Representative will focus on product categories that are high volume and low conversion/margin to drive the most incremental opportunity to Staples. • Resolve customer inquiries in a timely manner by leveraging appropriate resources. • Act as the customer’s primary liaison to Staples. • Provide ongoing feedback regarding the continued development of the program initiatives. • Collect accurate customer data as needed. • Through self-learning and training, develop a deep understanding of Staples.com and products competitive offerings. • Develop a deep understanding of Staples Brand products and services value and quality proposition
Job Knowledge/Experience Required • Must have 3 years blended customer service and sales experience. • Must have worked in an environment where a customer centric goal is present (i.e. retention, average sales, etc.) • Ability to produce results on a day to day basis. • Strong online skills to do real time product research and analysis for customers • Must have worked in an environment where sales were the primary focus. • Exceptional written communication skills • Must have the ability to multi-task through multiple interfaces • Strong organizational, time management and decision-making skills • Above average typing skills, preferably 40 WPM • Proactive chat experience is a plus Job Posting Requirements • Excellent attendance record • Minimum targets met on most recent performance appraisal • No written warnings in previous six months
Staples is committed to providing accommodation to people with disabilities throughout the job application and interview process to the point of undue hardship. If you require an accommodation during the application or interview process, please contact a Customer Care Representative at 1-866-782-7537