Customer Service Specialist

Humangest Romania este parte a grupului SGB Humangest Holding, grup cu capital integral italian, specializat in consultanta in domeniul resurselor umane. Obiectivul nostru este sa oferim partenerilor, candidatii potriviti nevoilor lor, precum si idei inovatoare pentru problemele ce pot aparea in domeniul resurselor umane. Humangest Group iti ofera solutii in gasirea unui loc de munca, atat in cadrul echipei noastre, cat si in cadrul companiilor client.

What critical skills are needed for this position?

· Minimum college graduate; Bachelor’s degree Preferred;
· English – advanced level;
· Good command in Microsoft office (Excel, Word, Outlook);
· Previous experience in a technical support;
· Minimum 1 year experience in Customer Support/Service;
· Strong customer focus;
· Ability to Learn New Software and Hardware.

Responsibilities:
· Handles internal and external customer related issues and concerns;
· Records all customer interactions into a CRM;
· Maintains acceptable call evaluation requirement, KPIs & VOC;
· Develops FAQs, Technical Tips and ‘How-To ’videos on Hardware also Software applications;
· Provides coverage for Technical Support Helpdesk phone & e-mail;
· Provides technical support level 1 for HBS customers;
· Resolves customer issues and provides technical support and client counselling;
· Checks product problems;
· Registers problems reported in SalesForce.Com or FX (SFDC Case management/Field Centrix);
· Escalates problems to Range Specialist/Level 2 or Field technician;
· Utilizes the SFDC article knowledge base to resolve customer issues in a timely manner;
· Works closely with L2 agents and Range Specialists to develop product knowledge to achieve independent call handling.

We offer:
· Great career opportunity with a leading international outsourcing company;
· Opportunity of personal development in a multinational working environment;
· Competitive salary with attractive set of social benefits;
· Meal voucher;
· Health insurance.