ERC’s multi-channel Virtual Agent provides 24×7 inbound and outbound support to augment sales, customer care and recovery solutions. Eva meets with customers in their preferred channel through speech, text or digitally, face-to-face to reduce customer effort and operating costs.
conversations per month are handled by our virtual agent, EVA.
after we included virtual agent support to our already existing chat service.
Our virtual agent, EVA has been able to reduce resolution time from potentially hours to minutes.
of customer inquiries can be answered with zero human intervention.
Source: Partner Research and Survey Data Analysis.
Below are some ways EVA is helping today. Talk to her face-to-face or connect with one of our experts to see how EVA can help your brand.
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EVA uses artificial intelligence to handle diverse customer needs. EVA even expresses emotions like empathy, gratitude, and enthusiasm.
EVA uses NLU cognition to understand customers’ statements and to provide effective responses to move the interaction forward.
EVA is ERC’s multi-channel virtual agent:
voice, chat, and now digitally… Face-to-face.
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Develop creative solutions for real-time issues in support of the Processing departments and Client Services.
• Create and Manage the execution of Project Plans. Determine prioritization of project plans with the Director of Client Services and execute.
• Perform account research and analysis as necessary, while utilizing the department ticketing queue or in response to email correspondence.
• Add efficiency and effectiveness to the general process flow by identifying process gaps and opportunities for greater performance. Use SQL and VB in tandem to meet these greater performance goals.
• Design and implement validation controls to improve functionality of client interfaces.
• Automate reporting deliverables wherever possible to improve timeliness and accuracy.
• Coordinate with Shared Services departments to improve process flows, provide accuracy and efficiency gains, and improve the standard of processing for an improved ERC service level.
• Partner with Information Technology to improve ERC technical performance wherever possible.
• Assist department leadership with User Acceptance Testing, Monitoring, and general process maintenance.
• Follow all standard operating procedures while communicating process failures and potential improvements to your team lead or manager. Update version history where required to ensure accurate process documentation, per ERC guidelines.
• Research and reconcile client requests and issues that are communicated directly to you, the department distribution list, or the department ticketing queue.
• It is expected that all ERC employees represent the highest level of professionalism, understanding that he or she will always be expected to act legally, morally, and ethically.
• Other duties as assigned.
WORK EXPERIENCE REQUIREMENTS
• 1+ years’ experience in related field.
• Proven organizational skills and demonstrated proficiency with SQL and VB.
• Demonstrated ability to research and resolve reporting breakdowns or create efficiencies through automation of process via macro-enabled documents or SQL tables.
• Understanding of project management and accounting procedures.
• Knowledge of industry standard financial software.
• Expert level understanding of Microsoft Excel.
• Attention to detail a must.
• Ability to communicate effectively with all levels of management and clients
EDUCATION REQUIREMENTS
Associate degree in a related field
Order Entry/Data Entry
● Process order entry transactions as directed by customer account manager(s), including manual order entry, order copy, order line changes, terms changes, etc. aligned to Logitech OM and SOX processes and guidelines
● Data entry into Excel/Google docs as specified in the process(es)
Reports
● Generate and format order management and/or shipping reports as needed by customer supply chain department
● Produce daily summary of all transactions processed for audit/inspection by Logitech
Other
● Monitor email and respond timely in high volume environment
● Provide support for shipment tracking
KNOWLEDGE
● 2 years minimum Oracle order entry & reporting experience required
● Computer proficiency in email environments, MS Word/Excel/PowerPoint & Google Apps.
● Excellent English written and verbal skills
PERSONAL SKILLS
● Strong interpersonal communication skills
● Team-player
● Excellent attention to details
● Ability to work independently in a fast-paced office
● Ability to prioritize and multitask
● Strong sense of urgency
● Fast Learning skills
● Good organization and time management skills
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