JOB PURPOSE
Provides 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.
WORK -SITE: Siracusa
KEY RESPONSIBILITIES
* Professional telephone and written customer support for hardware and software problems
* Provide customers with product and service information
* Notification of repair status
* Enter the corresponding data in the customer database, update existing customer information
* Ensures accurate and timely reports management (document all call information)
* Research required information using available resources
* Identify and escalate priority issues
* Root calls to appropriate resources
* Able to quickly build relationships, understand underlying issues and respond appropriately
* Able to diffuse conflict and manage tense situations professionally and calmly
* Able to operate effectively in a fast paced and emotionally charged environment
INTERFACE (CUSTOMERS AND SUPPLIERS)
Internal: Contact Center Supervisor and Agents.
Close cooperation with all the colleagues of Service organization
External: Final Customers
SKILLS & COMPETENCIES
* Good communication skills and technical understanding
* Customer Orientation
* Analysis and quality
* Teamwork
* Enjoying telephoning
* Flexible
* Dynamic and positive attitude
* Basic Microsoft Office skills
LANGUAGES
* Italian and French: fluent, spoken and written
* Plus: other languages