PstrongJOB PURPOSE /strong /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 / /ppstrongKEY RESPONSIBILITIES /strong /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 / /ppstrongINTERFACE (CUSTOMERS AND SUPPLIERS) /strong /ppstrongInternal: /strong Contact Center Supervisor and Agents. /ppClose cooperation with all the colleagues of Service organization /ppstrongExternal: /strong Final Customers /ppbr / /ppstrongSKILLS COMPETENCIES /strong /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 / /ppstrongLANGUAGES /strong /pulliItalian and French: fluent, spoken and written /liliPlus: other languages /li /ulpbr / /ppstrongemAcer Group is an official sponsor of "Talent Without Borders" program with SOS Children's Villages International /em /strong /p