Who We Are:
ContactPoint 360, Inc. is a global organization offering onshore & nearshore contact centre solutions. We lead with our philosophy of people first and are most passionate about creating employee engagement through new and advanced Business Process Outsourcing (BPO) technologies. We’re proud to call ourselves innovative leaders in the industry and value how we’ve been able to grow significantly from 5 to 1000+ employees since opening 12 years ago. We’re Great Place to Work certified and offer an award-winning culture that is enthusiastic about adding next level talent to our operations as we continue to expand. We trust and empower our team when it comes to providing the best human experiences. We believe in thinking differently. We’re also proud to offer initial paid training and provide you a career path that will support your development and growth. It is a win-win and we love promoting from within too. During your on boarding experience, we’ll teach you the necessary skills as well as the in and outs for this particular role. ContactPoint 360, Inc. is not just somewhere to get a pay cheque but a place that you can call your work-home and thrive to your highest potential both professionally and personally.
Who Are We Looking For?
The ideal candidate for this role will be someone who thrives on efficiently resolving customer issues in an uplifting and positive way in a telecommuting environment. We’re looking for someone who is happiest when they are providing great human experiences, who will thrive with fast paced call volumes and likes being challenged to find a positive solution for every interaction and call. This individual will be triggered by curiosity and think outside the box to provide solutions for customers. The ideal candidate for this role is also someone who is a rock star when it comes to the art of persuasion and crushing goals.
If this sounds like you, we’d encourage you to apply now! Please also include your results in PDF from https://www.speedtest.net/ as part of your application. Please submit three speed tests. Thank you!
How We Value Our Employees:
A paid learning and development training program
A “work from home” model that is leading edge and very engaging
Consistent communication and support with Subject Matter Experts who also work from home
Advancement opportunities as available because we value promoting from within
A fast, friendly, and challenging work environment
On-going learning, professional development and remote social initiatives
What is the Role?
As a positivity champion, providing world class human experiences through all interactions – on the phone and off.
Resolving customer issues, complaints and queries using a demonstrated proactive approach.
Producing high quality work, accurately documenting conversations and updating customer information.
Offering insights and advice on service concerns and upgrades as required.
Completing follow up and being accountable to the customer and ultimately, our clients.
Resolving customer escalations and complaints, seeing them as an opportunity to provide solutions that will change their mindset and the outcome of our interactions.
What We Are Looking For In You?
Enthusiasm when it comes to creating legendary human experiences, high performance and high quality that mirror our company standards.
A love for interacting and collaborating with your team and our customers.
A winning attitude, energy and mindset that is contagious wherever they go.
Someone who aims high and has experience in surpassing all goal and target expectations provided to them.
A critical eye for detail when it comes to systems and note taking and follow up.
You make it your mission to be proactive, self-start and show initiative related to all responsibilities
Excellent written and verbal communication skills.
Outstanding active listening skills and the ability to ask probing questions and clarify needs.
Professional and articulate, with great rapport building skills.
Computer proficiency, able to comfortably navigate multiple systems (including telephony, online video meeting rooms and a chat platform, used to ask for and receive internal support)
Additional Work From Home Requirements:
ContactPoint 360 utilizes a Bring Your Own Device (BYOD) model. Please review the below specifications to ensure you – and your technology – are ready to start your ContactPoint 360 journey! You will need a quiet place to work, free of distractions.
Computing Minimum Specifications:
A suitable desktop or laptop (Please note Apple/Mac, Tablets, Winbooks, Smart devices, Windows Mini PCs, Chromebook, & Android systems are NOT compatible)
Operation system – Windows 10
All peripherals must be wired (Wireless Keyboard, Mouse, or Headset are NOT allowed)
A separate 19” Monitor with 1280×1024 minimum resolution (this does not include monitors associated with an All-In-One or AIO unit)
Anti-Virus – Windows Defender
For Windows Systems:
RAM – Required 4 GB for Windows 10
Processor Speed – Dual Core 2 Ghz or better
Free Space – 20 GB
3 available USB ports
Internet – Minimum Specifications:
Internet speed – download speed 5 MB; upload speed 3 MB
ISP must be highly stable with no packet loss and latency over 100ms
DSL or Broadband Required – WiFi, WiMax, Satellite, dial-up, and/or Hotspots are NOT allowed
Home Router with wired link to PC
ContactPoint 360 requires Internet not be used for non-work related purpose during working hours including media streaming, ripping, gaming, or other web usage by other members of household that may negatively impact your networks performance.
A USB noise cancelling headset is also required.
In the event of technological issues, we also require all employees have a landline or mobile phone that they can utilize for communication and troubleshooting purposes.