Customer Support Associate - Italian Speaker

Convergys - 6th Of October, Giza

Applicants for
2 open positions
Experience Needed:
0 to 2 years
Career Level:
Entry Level
Job Type:
Full Time
English, Italian
2 open positions
About the Job

Main Duties:

  • Use problem solving skills, in conjunction with tools and resources, to resolve non-standard and/or escalated issues
  • Answer questions independent of decision-support tools; including handling escalated calls from other customer support associates
  • Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
  • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
  • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
  • Clarify customer requirements; probe for understanding
  • Solve problems or offer solutions that are that are generally unstructured and require extensive clarification
  • Maintain in-depth knowledge of client products and/or services
  • Prepare complete and accurate work including appropriately notating accounts as required
  • Participate in activities designed to improve customer satisfaction and business performance
  • Offer additional products and/or services
  • Adhere to shift schedules and maintain acceptable attendance. Provide required notification of absence according to company policy
Job Requirements
  • Excellent Command of the Italian Language.
  • Good Level of English Language.
  • Flexibility with the working hours.
  • Ability to work for overnight shifts.
  • Good Computer Skills.
  • 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.
  • High school diploma with a minimum of 0-2 year customer service experience in a call center environment.
  • Equivalent education or experience may be substituted for any of the above.
About this Company

As a diverse, global organization, we provide customer engagement services for some of the world’s best brands. Every day, from more than 225 sites in 40 countries and across 6 continents, our staff deliver next-generation customer experience and help companies better connect... (More)

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