Job Title: Recovery Care Agent 

Report to: Recovery Care Supervisor 

Contact Centre Overview of Role: As a recovery agent in our National Pen contact center, you will make outbound calls to customers new or existing with the objective to recover cancelled orders. You will provide support and assistance to the customers where they have encountered issues online when placing orders. The customers will be based in the US market, and you will need to provide support in areas such as payments, stock issues, product queries, vendor sales assistance and others. Your overall goal will be to make contact with the customer via phone provide the support required to recover the cancelled sale. During all contact with the customers, you will promote and grow National Pen Brand recognition. 

What you will do: 

• Contact customers new and existing to work through issues faced with the goal to recover sales.  
• All times providing solutions for customers and a high standard of care.  
• Communicate with other departments to solve customer issues.  
• Identify opportunities to maximize and upsell the original order.  
• Act as brand ambassador for National Pen continuously educating and advising customers on trending products and up-to-date offers.  
• Participate in improvement initiatives to ensure the success of the recovery team.  
• Provide appropriate solutions and alternatives and follow up to ensure resolution and customer satisfaction is achieved.  
• Maintain up-to-date knowledge of our products and processes to ensure customers are informed at all times.    
• Achieve weekly KPI’S and reach targets set out by management.  Any other projects and duties as requested by Mgt.

What we need from you:

About National Pen
National Pen’s personalized promotional products are created for and inspired by small businesses. With more than 60 years of experience and serving 23 countries worldwide, National Pen provides personalized marketing solutions that help businesses connect with their customers through a personal brand experience. National Pen offers a broad range of personalized promotional products, including writing instruments, stationery, drinkware, bags, gifts, and trade show accessories, and operates via a network of more than 10 facilities across North America, Europe, Africa, and Asia.
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