English Customer Support Representative

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Angajator: Adecco Romania
Domeniu:
  • Customer support - Client service
  • Tip job: full-time
    Nivel job: 0 - 1 an experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 07.04.2018
    Remote work: On-site
    Scurta descriere a companiei

    An de an am dezvoltat parteneriate de business puternice cu cele mai reprezentative companii din România. Bazându-ne pe nevoile locale ale clienților noștri, am deschis noi branch-uri în orașele mari din România, ajungând la un număr de 15 sucursale.

    În anul 2017, Adecco România a intrat în cel de-al șaselea an în care este lider local de piață, adăugând continuu noi servicii și dezvoltându-le pe cele existente în strânsă legătură cu complexitatea mediului de business. Poziția de lider în termeni de turnover anual, număr de angajați temporari și poziții de permanent placement închise, este în același timp atât o realizare, cât și o responsabilitate. Acest status ne dă oportunitatea de a inova în termeni de sub-servicii HR și de a aduce valoare adăugată partenerilor noștri prin fiecare proiect HR.

    În acest moment, Adecco România oferă servicii HR 360 de grade, începând cu studiile salariale care au ca scop furnizarea de informații exacte legate de piață și finalizând cu serviciile de outplacement.

    Cerinte

    Your Profile

    - 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;



    Responsabilitati

    - 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.

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