Tier 2 Customer Support Representative

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Employer: PTW Romania
Domain:
  • Quality Control
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • BUCHAREST
  • nationwide
    Updated at: 30.08.2017
    Remote work: On-site
    Short company description

    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.

    Requirements

    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.

    Responsibilities

    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

    Other info

    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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