Customer Support Agent

Employer: Team Extension
Domain:
  • Internet - eCommerce
  • Internship
  • IT Software
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • BUCHAREST
  • Updated at: 18.08.2017
    Short company description

    Team Extension is a nearshoring and offshoring technology company based in Bucharest, Romania.

    Working with us, you will have the opportunity to work with a wide spectrum of clients and projects. Our clients include startups and Fortune 500 companies that are based in Western Europe and in the United States.

    At our company, we are building a team of smart, motivated people who are passionate about helping the business continue to soar to new heights. We are well funded and in hyper growth mode. Come join a team where you can truly make a difference.

    Requirements

    - Proven customer support experience or experience as a client service representative
    - Track record of over-achieving quota
    - Fluent in (UK) English
    - Strong English writing skills and active listening
    - Familiarity with ticketing systems and practices
    - Customer orientation and ability to adapt/respond to different types of characters
    - Excellent communication and presentation skills
    - Ability to multi-task, prioritize, and manage time effectively
    -Listening and problem solving skills
    -Detail-oriented, organized, flexible

    Responsibilities

    - Manage large amounts of incoming emails
    - Generate sales leads
    - Identify and assess customers needs to achieve satisfaction
    - Build sustainable relationships of trust through open and interactive communication
    - Provide accurate, valid and complete information by using the right methods/tools
    - Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
    - Keep records of customer interactions, process customer accounts and file documents (This should be taken care of in the CS ticketing system)
    - Follow communication procedures, guidelines and policies
    - Take the extra mile to engage customers
    - Retention
    - Customer response must take place within 24hrs of contact and no later
    - Achieve expected KPIs