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
Acer Group is an official sponsor of \"Talent Without Borders\" program with SOS Children's Villages International