Retention Specialist

Employer: Bitdefender
Domain:
  • IT Software
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • BUCHAREST
  • Updated at: 22.04.2018
    Short company description

    Bitdefender is a global security technology company that provides cutting edge end-to-end cyber security solutions and advanced threat protection to more than 500 million users in more than 150 countries.nSince 2001, Bitdefender has consistently produced award-winning business and consumer security technology, and is a provider of choice in both hybrid infrastructure security and endpoint protection. Through R&D, alliances and partnerships, Bitdefender is trusted to be ahead and deliver robust security you can rely on. More information is available at http://www.bitdefender.com/

    Requirements

    - 1+ years customer service experience required, sales or telesales experience preferred.
    - Strong ability to ask relevant questions to identify customer needs/concerns
    - Effective listening skills with high level of empathy;
    - Customer oriented attitude;
    - Proficiency in English, effective verbal communication skills, including grammar and tone
    - Self-motivator - upbeat and with a high energy level;
    - Ability to remain calm and confident while managing confrontation and rejection.
    - Strong work ethic, team-oriented attitude;
    - Skilled in PC and Internet navigation including multi-tasking with multiple windows applications;

    Responsibilities

    - Centralizes all customer service related issues reported by the Bitdefender customers and users;
    - Offers Support service to the Bitdefender customers via phone and email in order to ensure the Bitdefender business objectives, 24 hours a day, 7 days a week;
    - Answers customer/client requests or inquiries concerning services, products, billing, equipment, claims, and reports problem areas
    - May be required to work in one or multiple queues/skill sets over various customer contact channels
    - Responsible for improving customer retention through programs and service provided to the customer
    - Acquires complete information in order to escalate complex issues to the upper tier
    - Build, assimilate, implement, audit and improve working procedures;