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Job Description
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.