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Job Description
Customer Support Agent (Italian) Duties :
- Responsible for taking inbound calls for prospective customers, handling customer inquiries in a courteous and professional manner while providing the highest level of customer service.
- Provide responsive and competent telephone support to customers in the areas of problem solving and handling customer inquiries. Typically would not have sales goals/quotas.
- Apply basic working knowledge of systems, procedures, customers, products and processes to perform assigned functions with moderate reliance on others for direction.
- Work requires some judgment but is performed primarily according to standard procedures with close supervision
- Provide responsive and competent customer support within a call center environment.
- Ensure that all customer issues are resolved at the first instance.
- May respond to customer inquiries by referring them to published materials, secondary sources or more senior staff.
- Continuously work for exceptional customer experience, resulting in high customer satisfaction scores. Deliver and exceed customer-specified service levels for handle time.
- Learn, understand, retain and regularly update and demonstrate product/process knowledge.
- Track, document and retrieve information in call tracking database.
Job Requirements
- Fluency in Italianis a must.
- Skill in providing an exceptional customer experience.
- Skill in verbal and written communication to analyze, interpret and address customer needs.
- Knowledge of a Windows O/S (98, 2000, XP and ME) and Internet; Basic PC knowledge preferred.
- Ability to work in a time critical environment.
- Ability to navigate a computerized data entry system or other relevant systems
- Ability to be flexible and quickly adapt to changing business needs and processes.
- Ability and willingness to provide pre-sales support.
- Ability to promote and sell products or services
- Able to speak with customers in a calm, enthusiastic and friendly tone of voice.
