Customer Service Adviser with English Advanced-C1

With over 25 years of experience on the Romanian HR market, PROHUMAN APT (former APT Resources & Services) is the one of the biggest players in the industry, a force concentration evenly deployed across different specialties. Having approximate 4000 employees (mostly higher educated) in BPO and temporary work assignments, as of 2021, PROHUMAN APT ranks in the Top 3 HR providers in Romania.

ROLE PURPOSE:

Act as a frontline interface with customers of companies worldwide. Role involves responding to customers over the phone and resolving their inquiries. The main purpose is to facilitate and provide a company global customer service standard.

Description Company Client
Our client is a market leader in the business segment, also the first operator in Romania included in the portfolio since 2003, integrated communications services for business customers: mobile voice and data solutions, fixed voice services that service dedicated fixed data, all with a single private network communications.


Personal Skills:
- Customer service oriented.
- Discipline & strict compliance with policies & procedures.
- Ability to learn, seek knowledge and self development.

Technical Skills:
- Fluent English.
- Have experience within a contact centre or customer service environment
- Strong verbal communication skills.
- Demonstrates a positive, enthusiastic, friendly attitude.
- Proficiency in using MS Office application.
- Share knowledge with colleagues and the immediate departments.
- Proactively manage personal work standards and development.

1. Customer Engagement and Interaction:
- Clearly greets customer, builds rapport and establishes the purpose of the call
- Remains courteous, polite, professional and willing to help throughout the call
- Actively listens to the customer
- Effectively manages the call; remains in control of the call
- Identifies secondary (possible or hidden) needs and attempts to add value accordingly

2. Resolving customer needs and issues:
- Acts as a first point of contact with consumer customers to support Care and technical inquiries:
-Balance dispute.
-Billed amount inquiries.
-Bill explanation and bill dispute resolution.
-Payment over the phone.
-Change price plans
-Add and remove services
-Barring and unbarring + PUK support
-Network unlock codes
-Network coverage support
-MMS and Internet settings by OTA
-NBA
- Offers appropriate solutions and alternatives to customers
- Manages the balance of benefits for the customer and the business
- Appropriately handles objections
- Keeps customer informed of actions throughout the call
- Checks customer understanding
- Gains customer agreement before progressing with offers or solutions
- Clearly explains details and next steps

3.Processes and Systems
- Is appropriately prepared before the call
- Uses correct customer identification procedures
- Correctly and efficiently follows business policies and processes
- Provides accurate, complete, concise and relevant information to customers
- Uses correct phone etiquette when handling the call
- Confidently and correctly navigates systems to expedite outcomes and source information
- Accurately and swiftly logs in data

4.Ensure service level agreements are met and maintained:
- Familiar with SLAs
- Ensures customer interactions are inline with SLAs.
- Achieving all contractual performance standards on both quality and productivity parts.

5. Work as part of a team:
- Create and promote an environment that fosters both individual and team advancement to ensure the outstanding delivery of customer service.
- Maintain professional work relationships with colleagues, supervisor and manager
- Team work/Spirit
- Ensure that sub department functions offers world-class Customer Service at all times
- Assist in ensuring all quality standards are met
- Assist in reporting on and monitor KPI�s and SLA�s
- Develop and deliver areas of process improvement