Each Interaction Matters

Job Title : Customer Service Agent

Date open: February 2, 2021
Contract Modality: Full Time
Status: Open
Location: Alberta, CA
Half.com is an e-commerce website and a subsidiary of E-bay. Through its comprehensive
online platform, the company bids a decent opportunity for its potential buyers to see the
available inventory for a diverse range of items and choose their desired seller. Half.com
connects the largest and most respected brands with their customers through its customer care
and specialized services to ensure consistently positive customer interactions..

Relationships
Internal

Department : Customer Service Department

Reports to : Self-managed

Works with : Customer Service Team- 29 agents

External

Byers and Sellers

Job Summary
At Half.com, the customer service agent provides exceptional and top-notch direct services to
our potential clients through emails and inbound calls. In this role, the incumbent will answer all
customer's incoming calls and queries related to product delivery, specifications, billing
concerns, and general inquiries, clearing resolution, and turning frustrated clients into frequent
customers.

Essential Duties and Responsibilities

- Promptly respond to customer questions received by either email or call.
- Facilitate orders and returns.

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- Guide and process customer orders and inquiries in a fast-paced environment through
phone or email.
- Respond to the client questions/ objections by utilizing the established service de-
escalation techniques and endeavor to provide resolutions the first time around.
- Maintain a high level of professionalism and build a positive rapport with customers.
- Liaise between sellers and buyers to settle any sort of dispute.
- Foster and maintain relationships with customers to improve the company retention rate.
- Indulge in the follow-ups after each transaction.
- Investigate fraudulently and conduct a verification process to ensure buyers' and sellers'
compliance.

Qualifications
- Bachelor’s degree or high school diploma. Bachelor’s degree strongly preferred.
- Excellent written and verbal communication skills.
- Positive, service-oriented attitude.
- Basic computer skills and excellent phone disposition.
- Self-management and multi-task with the ability to manage numerous tasks and priorities
at once.
- Quality focus and active listener.
- Clerical and data entry skills
- Excellent problem-solving.

Benefits

- Competitive package.
- Bonus incentive program (quarterly and based on performance).
- Capacity building program (how to deal with difficult people).
- Friendly and dynamic work environment.
- Full-time schedule (2 shifts. 8:00 am- 4:00 pm, 4:00 pm - midnight).
- Casual uniform.
- 24 hours in-house cafeteria facility.
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Q1. Does the day diary provide sufficient information?

Indeed, the detailed diary does provide sufficient information that eases the process of
constructing a comprehensive JD. Nevertheless, it’s highly recommended and curial to gather
the information from different sources rather than the job incumbent such as the supervisor,
reporting direct line or analysts) to ensure data consistency and alignment with the job duties and
requirements).

Q2. What specific information did you find useful?

In fact, different vital points were highlighted in the diary and mainly the detailed roadmap that
explains the agent's typical day with a particular focus on the working hours and coffee breaks.
Furthermore, it clearly states that the company offers a healthy, dynamic, and friendly
environment.

Q3. What additional information do you require, or did you assume- and how
would this information help you?
Although the diary was a bit detailed and useful, it lacked either one, the qualifications, and the
educational attainments block, in addition to the monetary part. Such information would help us
in matching and placing the best possible candidate. For instance, the job incumbent must be a
Certified Customer Service Professional (CCSP) and should possess at least 0 - to years of
professional expertise in the customer service field, and so on.