Specialist, Customer CARE (Pooling)

Who We Are: Vistaprint is the marketing partner to millions of small businesses around the world, empowering each one to live their dreams. For more than 20 years, we have helped small businesses look and feel credible through high-quality marketing products that include signage, logo apparel, promotional products, flyers and postcards, business cards, websites, and digital marketing. With Vistaprint, small businesses can create and customize their marketing with easy-to-use digital tools and design templates, or by receiving expert graphic design support. Our focus is on helping small businesses project a consistent and cohesive brand image that makes them look their best in-store, online, on-site, and on the go.

Global Customer Value (CARE): Our Global CARE is a Business Unit within Vistaprint that acts as first responders dedicated to caring for our customer’s needs and concerns. The team has been critical in delivering best-in-class service committed and focused on providing a jaw-dropping experience for our customers. We act as design and marketing consultants, general advisers, the fixers when things go wrong by creating lasting impressions and building authentic relationships. We are the dream makers of a wide range of small business owners. Does the thought of leading, developing, and driving dream makers excite you? We are on a continuous journey to deliver jaw-dropping customer value. This journey requires a lot of work and passionate people to make it happen. High energy and purposeful Sr. Site Director that provides strategic business and operational partnership for our Global CARE organization are what we are looking for as part of the GC Team.

Job Purpose:
         The CARE specialist handles customer service inquiries regarding Vistaprint products, services, and site navigation in a professional and efficient manner. The specialist will follow guidelines to support our commitment to providing world-class service.Key Outputs:

•  Provide excellent customer experience through superb customer service to all customers
•  Ability to empathize and relate to customers even during difficult conversations

 
Key Responsibilities/Duties:
                       
Customer Obsessed & Excellence Champion

• Answer all customer inquiries through various channels (telephone, email, chat, and any additional channels as   developed) in a courteous and professional manner  
• Perform accurate diagnosis of inquiries and provide appropriate solutions/responses based on defined   procedures  
• Use appropriate systems and available resources as necessary to assist in responding to each request  
• Build a strong customer relationship and commitment  

 
Adaptable & Strategic

• Support and provide information to all internal and external customers in a professional and courteous manner  
• Adhere strictly to punctuality and schedule changes; comply with the company’s implementing guidelines and procedures  
• Participate in cross-functional communications and meetings to support the team/domain/center  
• Perform additional responsibilities as required

 
Experience & Qualification:

• At least six (6) months experience in contact center operations
• Must be available to work any shift that falls within our operating hours which spans 24 hours, 7 days per week. 
• Strong English communication skills, both verbal and written, including active listening and rapport building 
• Knowledge of and/or interest in internet/web technologies and social media 
• Highly motivated to act independently and to acquire additional knowledge or skill sets that will aid in the role 
• Ability to provide excellent customer service while multi-tasking
• The ability to learn new technology quickly and the ability to use multiple systems 
• Inclination to graphic design and experience with graphic design tools and/or photo imaging design software a plus 
• Working knowledge of MS Outlook, Excel, Word, and PowerPoint 

 
Key Attributes:

• Display willingness to learn through openness to feedback and development 
• Willing to Work on Site (will transition to WFH soon)

 
Benefits Includes:

• HMO Coverage 
• Life Insurance
• Service Incentive leaves
• Medicine reimbursement