English Customer Support Representative
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Grupul Adecco este lider mondial în furnizarea de servicii specializate de resurse umane. Serviciile pe care le oferim vin ca o oglindire a cunoașterii pieței din România și a înțelegerii clare a nevoilor clienților, ca rezultat a 50 de ani în care am acumulat experiență și cunoștințe și în care am implementat tehnici și metode moderne de lucru.
Creionăm noi soluții pentru clienții noștri, în vederea eficientizării proceselor implicate în domeniul resurselor umane și reducerii costurilor.
Pentru mai multe joburi ne puteți vizita website-ul www.adecco.ro unde vă puteți înregistra CV-ul în baza de date Adecco sau puteți descărca aplicația Adecco Jobs valabilă în AppStore și GooglePlay.
- Fluent written and verbal communication skills in English;
- Excellent communication & interpersonal skills as well as a great team worker;
- Prepared to learn;
- Highly empathetic and customer centric mindset;
- Technical efficiency to the degree of Windows Office equivalency, minimum typing and basic computer navigation skills. Strong knowledge of and ability to operate effectively using internet browsers;
- Good listening, questioning and problem solving skills;
- Apply constant attention to detail;
- A passion to help customers;
- “Can-Do” and upbeat personality with a passion to encourage the same for team members;
- Take calls in order to solve questions or technical issues of the customers
- Take calls, identify problems/ client’ complaints in order to resolve them in the shortest time possibleReceive, record and resolve customer requests
-Permanently attend all training and information programs offered by the company and all sessions of training and retraining for the project/ s and show interest in acquiring knowledge about the project or services offered by his/ her department;
-To acquire knowledge, skills and behaviors for training that followed, this showed in the individual results obtained at the tests in the end of the course;
-Meet the targets for quality and quantity of work, namely: answering calls, immediate identification of the need/ problem/complaint;
-To ensure the fulfillment of key performance indicators and targets set by the team supervisor;
-Make sure to have all the necessary work tools that will be used during working hours;
-Provide customer support via email/ phone/ chat and verify the necessary information;
-To acquire and precisely follow the operating procedures of the department to which he/ she belongs;
-The tone used throughout the conversation has to be polite, friendly, and it’s mandatory that the agent keeps his/ her calm throughout the conversation, even if the client is nervous and recalcitrant. The role of the agent is to meet the demands or any problems of the clients in the most professional and civilized way possible, proving as much calm and patience for the client;
-Provide to the customer other additional services related to the product or service for that they offer support, to be available to the customer to give them support and to prevent other requests or problems that may arise;
-If it fails to resolve the customer's request/ problem, the agent has to call immediately a supervisor to give him/ her support or for the latter to take the call, in order to provide more efficient service to the customer;
-To handle each call successfully providing accurate and complete information about the product or service promoted, while satisfying customer needs;
-To observe the working manner set and customer contact (communication scenario); personal elements can only be added in order to achieve the objectives of the project in a larger measure;
-Use and maintain during a call with the client a professional language regardless of the mood of the customer;
-Record all the necessary information into the computer system or computer application that he/ she uses in his work as he/ she was instructed during the training program;
-To be active within the team to which it belongs, to respect, help and support their colleagues, alert them and to correct those who make mistakes, to help their colleagues when needed in order to pursue an effective activity and to increase efficiency in their own department;
-To attend all sessions and meetings on their project;
-Inform the supervisor of any situation/ problem that may arise that may impact the achievement of key performance indicators;
-To represent in the best way possible the company and its customers.