Customer contact specialist job description
Updated March 14, 2024
9 min read
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Example customer contact specialist requirements on a job description
Customer contact specialist requirements can be divided into technical requirements and required soft skills. The lists below show the most common requirements included in customer contact specialist job postings.
Sample customer contact specialist requirements
- 1- High school diploma or equivalent
- 2- Fluent in English (verbal and written)
- 3- Proficient in Microsoft Office Suite
- 4- At least 1 year of customer service experience
- 5- Able to work flexible hours including weekends and holidays
Sample required customer contact specialist soft skills
- 1- Excellent communication skills
- 2- Strong problem-solving skills
- 3- Good attention to detail
- 4- Ability to multitask effectively
- 5- Positive attitude and a team player
Customer contact specialist job description example 1
Cambridge Savings Bank customer contact specialist job description
CUSTOMER CONTACT CENTER SPECIALIST
Summary:
At Cambridge Savings Bank, our purpose is to have a positive impact on our customers, employees, and community's financial well-being. We are committed to exceeding expectations and having a strong commitment to diversity and inclusion. The Customer Contact Center Specialist will focus on building long term relationships with clients and assist our customers in managing and servicing their bank accounts and finances and always striving to positively impact our customer's financial wellbeing, while exhibiting our core values.
Key Result Areas:
+ Ensure every point of interaction with customers and colleagues is in line with our brand, values, and mission of providing relationship-centric experiences.
+ Perform customer transactions via phone accurately and efficiently to ensure each interaction provides consistently high-quality experiences to internal and external customers.
+ Manage a call queue and make appropriate decisions by effectively using position authority, knowledge of operating and security procedures, and problem-solving skills to make on-the-spot decisions, including exceptions, adjustments, and overrides using 15 plus critical administrative sites.
+ Develop and maintain substantial knowledge of Bank products and services.
+ Responsible for performing a full range of customer service-oriented telephone and digital communications support activities to ensure customer satisfaction and compliance with Bank policies and procedures.
+ Participate in the implementation of emerging technologies as well as identify and respond to suspicious activity or fraud alerts through various channels. Proactive customer outreach is necessary for various reasons.
+ Sell and cross-sell the products and services of the Bank and its partners to prospective and existing business and personal customers based on their needs.
+ Provide support to all CCC functions, as necessary.
+ Perform additional duties as required.
Qualifications:
+ HS Diploma or GED equivalent.
+ Strong communication and interpersonal skills, with the ability to interact with all types of people and quickly build rapport.
+ Technically proficient in MS Office and able to quickly learn and support digital platforms.
+ Strong sales and service skills, or the recognized ability to develop them.
+ Ability to work independently and take accountability for actions, making quick, quality decisions.
Location:
Waltham, Massachusetts
About Cambridge Savings Bank:
Cambridge Savings Bank is a full-service banking institution with over $5 billion in assets. As a mutual bank, CSB is committed to improving the quality of life of our employees, customers, and the communities we serve. One of the oldest and largest community banks in Massachusetts, Cambridge Savings Bank offers a full line of individual and business banking services across a robust Massachusetts-based branch network and through digital banking solutions for commercial, small business and consumer customers. To learn more about how we can meet your needs, visit us at cambridgesavings.com, or better yet, come meet us to help you make the most out of your banking relationship.
Cambridge Savings Bank is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are a VEVRAA Federal Contractor.
Summary:
At Cambridge Savings Bank, our purpose is to have a positive impact on our customers, employees, and community's financial well-being. We are committed to exceeding expectations and having a strong commitment to diversity and inclusion. The Customer Contact Center Specialist will focus on building long term relationships with clients and assist our customers in managing and servicing their bank accounts and finances and always striving to positively impact our customer's financial wellbeing, while exhibiting our core values.
Key Result Areas:
+ Ensure every point of interaction with customers and colleagues is in line with our brand, values, and mission of providing relationship-centric experiences.
+ Perform customer transactions via phone accurately and efficiently to ensure each interaction provides consistently high-quality experiences to internal and external customers.
+ Manage a call queue and make appropriate decisions by effectively using position authority, knowledge of operating and security procedures, and problem-solving skills to make on-the-spot decisions, including exceptions, adjustments, and overrides using 15 plus critical administrative sites.
+ Develop and maintain substantial knowledge of Bank products and services.
+ Responsible for performing a full range of customer service-oriented telephone and digital communications support activities to ensure customer satisfaction and compliance with Bank policies and procedures.
+ Participate in the implementation of emerging technologies as well as identify and respond to suspicious activity or fraud alerts through various channels. Proactive customer outreach is necessary for various reasons.
+ Sell and cross-sell the products and services of the Bank and its partners to prospective and existing business and personal customers based on their needs.
+ Provide support to all CCC functions, as necessary.
+ Perform additional duties as required.
Qualifications:
+ HS Diploma or GED equivalent.
+ Strong communication and interpersonal skills, with the ability to interact with all types of people and quickly build rapport.
+ Technically proficient in MS Office and able to quickly learn and support digital platforms.
+ Strong sales and service skills, or the recognized ability to develop them.
+ Ability to work independently and take accountability for actions, making quick, quality decisions.
Location:
Waltham, Massachusetts
About Cambridge Savings Bank:
Cambridge Savings Bank is a full-service banking institution with over $5 billion in assets. As a mutual bank, CSB is committed to improving the quality of life of our employees, customers, and the communities we serve. One of the oldest and largest community banks in Massachusetts, Cambridge Savings Bank offers a full line of individual and business banking services across a robust Massachusetts-based branch network and through digital banking solutions for commercial, small business and consumer customers. To learn more about how we can meet your needs, visit us at cambridgesavings.com, or better yet, come meet us to help you make the most out of your banking relationship.
Cambridge Savings Bank is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are a VEVRAA Federal Contractor.
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Customer contact specialist job description example 2
Fifth Third Bank customer contact specialist job description
Make banking a Fifth Third better
We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank.
GENERAL FUNCTION:
Handles telephone calls providing outstanding customer service. By using job knowledge and the information available, makes every effort to answer the customer's question/solve the problem. Educates the customer about Bank products and services, and up sells and cross-sells other products based on the customer's needs.
Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
+ Handles customer calls in a professional, courteous manner.
+ Provides accurate information to the customer. Explains products and policies so the customer can understand.
+ Handles some complex customer inquiries in areas of expertise.
+ Makes every effort possible to answer the customer's question or solve the problem during the call, without transferring the customer to another employee or department. When follow-up is required, doing so within the timeframe committed to the customer.
+ Wherever possible help educate and convert the customer to a different or an additional self-service channel available.
+ Consistently offer more cost effective service channels.
+ Follows departmental policies and procedures, particularly in regards to customer confidentiality
+ Accurately enters or confirms customer information into various systems; initiates and/or completes proper request forms in assisting customers.
+ Effectively uses computer systems for tracking, information gathering, and/or troubleshooting.
+ Suggest improvements and changes to processes and policies to improve productivity or customer satisfaction.
+ Perform any other duties assigned.
+ Continually learning and developing knowledge of Bank products and services.
SUPERVISORY RESPONSIBILITIES:
None.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
+ High school education or equivalent.
+ Must be able to perform data entry and basic computer skills.
+ Be able to understand and respond to customer inquiries in one or multiple product categories.
+ Excellent customer service skills and the ability to articulate and explain information clearly.
+ Previous customer service or call center experience preferred.
+ Excellent telephone communication skills are essential.
+ Must be able and willing to learn about Bank products and services.
+ Good problem solving skills.
Consumer Contact Professional I
LOCATION -- Grand Rapids, Michigan 49546
Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.
We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank.
GENERAL FUNCTION:
Handles telephone calls providing outstanding customer service. By using job knowledge and the information available, makes every effort to answer the customer's question/solve the problem. Educates the customer about Bank products and services, and up sells and cross-sells other products based on the customer's needs.
Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
+ Handles customer calls in a professional, courteous manner.
+ Provides accurate information to the customer. Explains products and policies so the customer can understand.
+ Handles some complex customer inquiries in areas of expertise.
+ Makes every effort possible to answer the customer's question or solve the problem during the call, without transferring the customer to another employee or department. When follow-up is required, doing so within the timeframe committed to the customer.
+ Wherever possible help educate and convert the customer to a different or an additional self-service channel available.
+ Consistently offer more cost effective service channels.
+ Follows departmental policies and procedures, particularly in regards to customer confidentiality
+ Accurately enters or confirms customer information into various systems; initiates and/or completes proper request forms in assisting customers.
+ Effectively uses computer systems for tracking, information gathering, and/or troubleshooting.
+ Suggest improvements and changes to processes and policies to improve productivity or customer satisfaction.
+ Perform any other duties assigned.
+ Continually learning and developing knowledge of Bank products and services.
SUPERVISORY RESPONSIBILITIES:
None.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
+ High school education or equivalent.
+ Must be able to perform data entry and basic computer skills.
+ Be able to understand and respond to customer inquiries in one or multiple product categories.
+ Excellent customer service skills and the ability to articulate and explain information clearly.
+ Previous customer service or call center experience preferred.
+ Excellent telephone communication skills are essential.
+ Must be able and willing to learn about Bank products and services.
+ Good problem solving skills.
Consumer Contact Professional I
LOCATION -- Grand Rapids, Michigan 49546
Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.
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Customer contact specialist job description example 3
Deloitte customer contact specialist job description
Customer Strategy Senior Consultant
Are you passionate about helping clients solve complex challenges and supporting them through critical transformations? As a member of our Sales & Service Excellence practice, you will design and implement sales and service experiences, capabilities, and architecture required to bring customer strategies to life.
Would you like to work for an organization committed to your professional development and personal success? Deloitte offers an award-winning culture that supports our employees' development of their personal brand through learning opportunities, professional experiences, inclusion, collaboration and personal well-being.
Work you'll do
Our ambition is to be the best in the world at driving customer transformation through the development of clever commercial strategies, distinctive experiences, and the application of digital technologies.
Responsibilities include, but are not limited to:
+ Help companies maximize the return for their digital sales enablement and sales operations infrastructure investment
+ Work with Sales Leadership on devising sales strategies aimed at improving sales productivity focused on sales process standardization, digital tool adoption, sales reporting (pipeline, performance)
+ Provide best-in-class services for planning, designing, deploying, and supporting digital sales technology tools
+ Offer end-to-end solutions including process analysis and design, requirements planning, business case development, analytics support and administration support
+ Act in a mentoring capacity to support the career development of other colleagues
+ Responsible for business development efforts, including Statements of Work (SOW), proposal development, client presentations, etc.
+ Contribute to the internal development of our practice through participation in areas such as business development, training, methodology and toolkit development, and recruiting
The Team
Digital Customer
Digital Customer offering focuses on designing and implementing sales and service experiences, capabilities, and architectures to bring customer strategies to life. The ambition is to be the best in the world at driving customer transformation through the development of clever commercial strategies, distinctive experiences, and the application of digital technologies. We help make the "creative digital consultancy" real and in doing so, make new markets.
Professionals will serve our clients through the following types of work:
+ Emerging | enables different capabilities throughout Lead to Fulfillment life cycle, we are closely aligned in assisting clients in providing a high-quality customer experience and executing efficient processes.
+ Sales Excellence & Service Excellence | Integrate the latest technologies with leading-edge strategies, insights, experiences, and talent to enable outstanding customer service
+ Salesforce | Deloitte unleashes the powerful Salesforce platform for our clients to drive the best possible outcomes and redefine engagement. We innovate like never before by creatively using technology to help enhance digital customer and employee experiences for our clients.
Qualifications Required:
+ Providing subject matter expertise in Customer and Contact Center operations
+ Experience in Customer Engagement or Customer Experience
+ Experience in Customer Technologies such as Multi- and Omni-Channel
+ Creating Contact Center Assessments across people, process, and technology and developing and delivering executive presentations.
+ Leading Contact Center Outsourcing selection and ramp up.
+ Creating robust business cases
+ Conducting performance analysis utilizing system and human generated data
+ Solid understanding of contact center technology (ACD, PBX, WFM, CTI, QA, IVR, and KM) with a preference for deep knowledge in at least one.
+ Apply practical experience with the full lifecycle design and implementation of contact center client projects
+ Driving decision making processes to assist clients with next step conclusions
+ Identifying potential add on opportunities with existing clients
+ An undergrad plus +5 years consulting and/or industry experience is required or MBA +2 years relevant experience
+ Bachelor's Degree
+ Ability to travel up to 50% on average, based on the work you do and the clients and industries/sectors you serve
+ Must be legally authorized to work in the United States without need for employer sponsorship, now or at any time in the future.
+ No sponsorship: Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
Preferred:
+ Ability to work independently and manage multiple task assignments.
+ Strong oral and written communication skills, including presentation skills (MS Visio, MS PowerPoint).
+ Strong problem solving and troubleshooting skills with the ability to exercise mature judgment.
+ An advanced degree
kwdeldigallddusa
kwdeldigsfdcusa
DigCust2021
#LI-CM5
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.
Are you passionate about helping clients solve complex challenges and supporting them through critical transformations? As a member of our Sales & Service Excellence practice, you will design and implement sales and service experiences, capabilities, and architecture required to bring customer strategies to life.
Would you like to work for an organization committed to your professional development and personal success? Deloitte offers an award-winning culture that supports our employees' development of their personal brand through learning opportunities, professional experiences, inclusion, collaboration and personal well-being.
Work you'll do
Our ambition is to be the best in the world at driving customer transformation through the development of clever commercial strategies, distinctive experiences, and the application of digital technologies.
Responsibilities include, but are not limited to:
+ Help companies maximize the return for their digital sales enablement and sales operations infrastructure investment
+ Work with Sales Leadership on devising sales strategies aimed at improving sales productivity focused on sales process standardization, digital tool adoption, sales reporting (pipeline, performance)
+ Provide best-in-class services for planning, designing, deploying, and supporting digital sales technology tools
+ Offer end-to-end solutions including process analysis and design, requirements planning, business case development, analytics support and administration support
+ Act in a mentoring capacity to support the career development of other colleagues
+ Responsible for business development efforts, including Statements of Work (SOW), proposal development, client presentations, etc.
+ Contribute to the internal development of our practice through participation in areas such as business development, training, methodology and toolkit development, and recruiting
The Team
Digital Customer
Digital Customer offering focuses on designing and implementing sales and service experiences, capabilities, and architectures to bring customer strategies to life. The ambition is to be the best in the world at driving customer transformation through the development of clever commercial strategies, distinctive experiences, and the application of digital technologies. We help make the "creative digital consultancy" real and in doing so, make new markets.
Professionals will serve our clients through the following types of work:
+ Emerging | enables different capabilities throughout Lead to Fulfillment life cycle, we are closely aligned in assisting clients in providing a high-quality customer experience and executing efficient processes.
+ Sales Excellence & Service Excellence | Integrate the latest technologies with leading-edge strategies, insights, experiences, and talent to enable outstanding customer service
+ Salesforce | Deloitte unleashes the powerful Salesforce platform for our clients to drive the best possible outcomes and redefine engagement. We innovate like never before by creatively using technology to help enhance digital customer and employee experiences for our clients.
Qualifications Required:
+ Providing subject matter expertise in Customer and Contact Center operations
+ Experience in Customer Engagement or Customer Experience
+ Experience in Customer Technologies such as Multi- and Omni-Channel
+ Creating Contact Center Assessments across people, process, and technology and developing and delivering executive presentations.
+ Leading Contact Center Outsourcing selection and ramp up.
+ Creating robust business cases
+ Conducting performance analysis utilizing system and human generated data
+ Solid understanding of contact center technology (ACD, PBX, WFM, CTI, QA, IVR, and KM) with a preference for deep knowledge in at least one.
+ Apply practical experience with the full lifecycle design and implementation of contact center client projects
+ Driving decision making processes to assist clients with next step conclusions
+ Identifying potential add on opportunities with existing clients
+ An undergrad plus +5 years consulting and/or industry experience is required or MBA +2 years relevant experience
+ Bachelor's Degree
+ Ability to travel up to 50% on average, based on the work you do and the clients and industries/sectors you serve
+ Must be legally authorized to work in the United States without need for employer sponsorship, now or at any time in the future.
+ No sponsorship: Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
Preferred:
+ Ability to work independently and manage multiple task assignments.
+ Strong oral and written communication skills, including presentation skills (MS Visio, MS PowerPoint).
+ Strong problem solving and troubleshooting skills with the ability to exercise mature judgment.
+ An advanced degree
kwdeldigallddusa
kwdeldigsfdcusa
DigCust2021
#LI-CM5
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.
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Updated March 14, 2024
Updated March 14, 2024