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Customer Representative with Spanish - Wrocław, dolnośląskie

Od Manpower

Ostatnia aktualizacja:
02/02/2012
Rodzaj pracy:
Pełny etat
Rodzaj umowy:
Na czas nieokreślony
Liczba wakatów:
1
Min. doświadczenie:
mniej niż 1 rok
Min. wykształcenie:
Wyższe licencjackie
Branża:
Praca Obsługa klienta / Call Center

Opis stanowiska pracy

Customer Service Representative is available to receive a customer call, handles emails, ensures consistent productivity and quality of service, assigned accordingly. The CSR is responsible mainly to:

 

  • Be available to receive any new calls at start of shift;
  • Ensure consistent productivity and quality of service;
  • Meet SLAs and individual KPIs, maintain customer satisfaction;
  • Ensure that all tickets are logged and assigned according to the account's procedures;
  • Handle any Severity 1&2's appropriately;
  • Handle any frontline technical queries and fix or log them appropriately accurately reflecting content of the call;
  • Handle and assist OSS (second level) with problem determination;
  • Escalate queries when required to appropriate personnel;
  • Minimize outbound call duration and quantity;
  • Monitor ticket queues;
  • Apply end to end ticket and call handling expectations of account;
  • Escalate any issues as soon as they arise to the appropriate contact;
  • Identify knowledge management gaps and drive closure.

 

Wymagania

  • Excellent communication and customer care skills;
  • Intermediate level of English;
  • Fluent in another European language: Spanish;
  • Stress-resistant, enthusiast and willing to work in a team;
  • Ability to operate well in an international environment, multicultural environment;
  • Responsiveness and flexibility, Teamwork skills, High motivation, Learning skills;
  • 24/7 shift environment (including nights, weekends and holidays) – if required;
  • Bachelor's Degree;
  • English: Intermediate;
  • Spanish: Fluent.

 

Preferred:

  • At least 6 months experience in Apply Call Handling Standards;
  • At least 6 months experience in Analyze Customer Technical Requirements;
  • At least 6 months experience in Problem Solving.

 

Opcje

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