Contact Center Agent

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.

TENURE - It will be a fixed term contract for 3 months

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