Customer Service Representative

Responsibilities

• Handle customer inquiries via phone, email, and chat to ensure high satisfaction levels
• Meet and support Key Performance Indicators (KPIs) including TPH, AHT, CSAT, and NPS
• Act as a liaison with various departments to advocate for customer needs
• Update customer profiles and interaction history within the CRM
• Maintain comprehensive knowledge of company products, services, and processes
• Assist in the training of new employees and support team goals

Requirements

• High School Diploma or equivalent
• 6 months to 1 year of experience in customer service and a call center environment
• High level of English proficiency
• Excellent written and verbal communication skills
• Proficiency in Microsoft Office (Excel, PowerPoint, Word)
• Ability to research answers using multiple resources to resolve inquiries timely

Preferred Qualifications

• Experience using SAP
• Experience using Zendesk

Benefits

• Competitive salary and country-specific entitlements
• Diverse career growth opportunities across 60+ global brands
• Access to learning and development resources, including Lean Academy and online university
• Inclusive and collaborative work culture

About the Company

Stanley Black & Decker is the world's largest tool company, providing innovative solutions and iconic brands like STANLEY, DEWALT, CRAFTSMAN, and Black + Decker. With a history dating back to 1843, we combine a rich heritage with cutting-edge Industry 4.0 technology to serve makers and explorers worldwide.