Tier 2 Customer Support Representative
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Employer: | PTW Romania |
Domain: |
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Job type: | full-time |
Job level: | 0 - 1 years of experience |
Location: |
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Updated at: | 30.08.2017 |
Remote work: | On-site |
Pole To Win was launched in 1994 as Japan's first independent test outsourcing company. We have since grown to become the leading global innovator of quality assurance, technology and language solutions from over 30 locations worldwide.
Our name is derived from car racing. Pole Position drivers do not compete against other drivers to get ahead. They lead the race and set the bar for others to compete against them.
Pole To Win mirrors this by approaching our work with proactive planning and quality forethought in the service areas of Quality Assurance, Quality Engineering, Customer Experience, Localization, Talent Acquisition and Audio Production.
Pole To Win is expanding our Customer Service team. To be a Tier 2 Customer Service Representative at Pole To Win you must have a steadfast desire to provide exceptional customer service with each and every customer interaction. Our customer service team provides customer assistance via voice, email, and chat interactions to customers around the world for a number of different product lines. We are devoted to giving our customers incomparable service by demonstrating exceptional listening, problem solving, common courtesies, empathy, and education every time we interact with them.
Experience required
Previous technical support experience required
Experience of handling customer complaints and escalations preferred
Supervisory or management experience would be beneficial
Skills and knowledge
Good knowledge of client’s range of products
Excellent communication and time management skills
Ability to work with minimum supervision and under pressure
Highly motivated
First rate customer service skills
Excellent English skills.
Key responsibilities
Provide support to Tier 1 Representatives
Handle escalated tickets, account issues, code problems, etc.
Assist and deputise for the Team Leader
Troubleshoot and research technical issues
Take responsibility for developing own product knowledge for all client products
Assist with development and delivery of training programmes
Ensure that client escalation procedures are adhered to
Research new resolutions for addition to knowledge base
Manage contacts with customers to required quality standard
Provide coaching and feedback to Tier 1 representatives
Pole To Win's core values are imbued across our global organization: Reinforced by our actions and our attitudes. Echoed throughout our approach to our operations and our clients. Exemplified by our culture, and most of all, our people. We build people and their careers. We actively turn to team mates for counsel, inspiration, and diverse perspectives. Relationships are built on mutual respect. Personal and professional integrity is our guiding principle. We are honest, authentic, transparent, and ethically sound. Our primary goal is to advance our clients' businesses and their customers' satisfaction. We set the bar for generating imaginative and effective solutions for the most challenging problems. We move with speed and agility. We love what we do. We have unwavering loyalty to our DNA, our culture, our values, and ourselves.
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