Technical Agent with Portuguese and English

Описание

Client satisfaction will be your ultimate goal in this role. As a customer service representative, you will be on the front line serving our customers. You’ll be the technical resource and point person interacting with clients, vendors, and senior management, to identify and resolve complex technical problems. If solving problems and helping others succeed excites you, let’s talk!

Your Role and Responsibilities
The technical agent in the support center is responsible to run the client communication via phone or email, entitles the customer for a special service, delivers the problem determination or problem source identification, creates an action plan, keeps the customer updated about problem resolution progress and triggers the appropriate service delivery method (Fix on Phone, Customer Replaceable Unit, Onsite Service).
In detail the agent performs the following tasks and drives E2E client resolution by service request:

Non-Technical tasks:

Call Entry, machine identification, entitlement
Routing/ escalation to manufacturer if needed
Sales involvement if needed
Technical pre sales information
Damage & refund
Handling of client complaints
Live chat/ problem determination chat
Other client service requests
Non call center transaction based information requests
Call tracking and monitoring
Voice or email client update communication
Technical Tasks:

Standard Resolution Process
Problem Determination/ Problem Source Identification
Usage of test equipment & remote tools
Action plan Creation
Problem management
Remote Fix/ CRU involvement
Depot repair involvement
Onsite repair involvement
Premium support : 08:00-20:00 local time

Required Technical and Professional Expertise

General IT awareness will be considered as advantage
Good MS Office skills
Client Focus
Team player
Good command of spoken and written skills of English language
Excellent command of Portuguese and English
Good typing skills

Preferred Technical and Professional Expertise

Previous client handling/facing experience
Previous call center experience
Spanish as an additional language

Изисквания към кандидата

Езикови познания:
Английски език, Португалски език

Трудов опит:

Образование:
Средно

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:

Ниво в йерархията:

Категория:

ИТ и Компютърни специалисти

Държава:

България

Населено място:

Гр. София

Адрес:

бул. ДРАГАН ЦАНКОВ 36

Дата:

14.07.2021

Организация:

Ай Би Ем България ЕООД
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

Повече информация за Ай Би Ем България ЕООД може да получите ТУК