Customer Service Advisor

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Employer: Tech Mahindra
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 0 - 1 years of experience
  • Timisoara
  • Updated at: 13.08.2021

    Tech Mahindra: Who are we? We are Tech Mahindra GmbH and we drive technological progress: whether AI, everyday automation or cybersecurity - TechM plays as leading role in the IT sector. We are looking for a Customer Service Advisor* in Timişoara. Responsibilities

    • Act as a single point of contact for live chat and Social Media from users regarding their orders/ queries etc. through delivering excellent customer experience
    • Delivering fast and efficient service assisting customers with their immediate needs.
    • Resolve problems at first point of contact in a friendly and helpful manner and take personal accountability for the resolution of customer concerns.
    • Immediately deal with or escalate suspected or recognized customer issues as per defined procedures.
    • Achieving Key Performance Indicator's (KPI’s) whilst maintaining excellent quality
    • Adhering to TechM and customer procedures, policies, confidentiality guidance and data protection legislation
    • Work independently and within a team to maximise team potential
    • Communicate well with internal and external contacts
    • Manage multiple assignments simultaneously without any / minimal guidance or help from seniors or peers team members
    • To ensure that breaks are pre-approved by SME, Team Leader or Manager
    • Promptly escalate unresolved cases to the resolution support team
    • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
    • To maintain a high degree of customer service for all support queries and adhere to all service management principles
    • Any additional ad hoc tasks that may contribute to a better service to the client with quality or improvement to the KPI
    Skills/qualifications required
    • Sales skill and experience of Retail is an advantage
    • Good grasp and understanding of customer engagement
    • Excellent English/German/French verbal and written communication skills
    • Has good grasp of language and can handle complex subjects and detailed conversation in respect to customer service effectively and appropriately in demanding situations
    • English language skill will be an advantage
    • Excellent multitasking skills and has the ability to shift to chat & social media support and various systems when needed
    • Ability to express oneself in a fluent and spontaneous manner.
    • Excellent comprehension skills
    • Strong problem resolution skills
    • Ability to function and adapt in a rapidly changing and evolving work environment
    • Ability to work independently
    • Excellent problem solving skills with good inter-personal relationship building skills.
    • Ability to handle and deescalate irate customers
    • Should be at least 18 years of age
    • Minimum Education, should be High School
    • Need to be tech savvy/computer literate with a minimum typing skill of 30 wpm with 90% accuracy.
    • Flexible approach to working 24x7, including rest days, holidays, weekends and extended hours, if required.
    *We are happy about every application - your gender, age, origin, religion or sexuality do not matter. Networked togetherness. That is Tech Mahindra.