Technical Call Center Specialist

Job Detail

Responsibilities

Guarantee timely, complete resolution of problems reported by clients via telephone or email support, through the delivery of parts and/or scheduling of on-site visits by the Technical Engineers
Handle support requests originating from clients and transfer of the resultant parts order to the back office
Guarantee customer satisfaction by professional technical assistance standards related to costs, service quality and quickness
Guarantee product data collection from the market
Manage the collection feedback data related to the products
Proactively support CATs in order to keep support costs down
Effective recording and management of incoming cases (Technical issues and queries) and Customer complaints
Act as first-line troubleshooting and timely escalation to meet customer SLA’s
Interact with Service Teams to ensure timely resolution of issues in line with Customer SLA’s
Maintain data accuracy within the working systems at all times

Requirements

1-3 years’ experience in a call center environment or in a customer service support role
High School Diploma or Bachelor Degree
Strong phone and verbal communication skills along with active listening
Knowledge of customer service practices and principles
Familiarity with CRM systems
Customer focus and adaptability to different personality types
Ability to multi-task, set priorities and manage time effectively

Passion for sports, enthusiasm, humility, pro-activity, and ethics complete the desired profile