PbJOB PURPOSE /b /ppProvides timely responses to customer inquiries by telephone, email and/or by chat in an outbound service center consistent with service and quality standards. Troubleshoots and resolves customer complaints. /ppbr/ppWORK -SITE: Siracusa /ppbr/ppbKEY RESPONSIBILITIES /b /pulliProfessional telephone and written customer support for hardware and software problems /liliProvide customers with product and service information /liliNotification of repair status /liliEnter the corresponding data in the customer database, update existing customer information /liliEnsures accurate and timely reports management (document all call information) /liliResearch required information using available resources /liliIdentify and escalate priority issues /liliRoot calls to appropriate resources /liliAble to quickly build relationships, understand underlying issues and respond appropriately /liliAble to diffuse conflict and manage tense situations professionally and calmly /liliAble to operate effectively in a fast paced and emotionally charged environment /li /ulpbr/ppbINTERFACE (CUSTOMERS AND SUPPLIERS) /b /ppbInternal: /b Contact Center Supervisor and Agents. /ppClose cooperation with all the colleagues of Service organization /ppbExternal: /b Final Customers /ppbr/ppbSKILLS COMPETENCIES /b /pulliGood communication skills and technical understanding /liliCustomer Orientation /liliAnalysis and quality /liliTeamwork /liliEnjoying telephoning /liliFlexible /liliDynamic and positive attitude /liliBasic Microsoft Office skills /li /ulpbr/ppbLANGUAGES /b /pulliItalian and French: fluent, spoken and written /liliPlus: other languages /li /ul