23 Apr 2019, Bucuresti
Consultant: Sales Consulting
Our client is a multinational company specialized in providing management consulting, technological solutions and outsourcing services for businesses, present in more than 56 countries and with over 440.000 employees worldwide.
― Customer Service agents support end user in day by day operations with specific applications;
― Receives and assess claim according to defined procedures/routines;
― Receives and logs all e-mail/web/phone call and ensures proper documentation;
― Research of required information using available resources, user guides and match complaints with known errors and problems;
― Support in using application functionalities, identification of possible workaround;
― Identify and escalate priority issues;
― Helps agents in routing complaints to appropriate second level group;
― Adhere to the Service Level Agreement (SLAs) specified by the Client / Process in terms of quality, productivity and schedule;
― Attend to information requests from customers and track the status of consignments on the system;
― Handle operational queries with a sense of urgency and deliver an accurate final job;
― Support the organization to achieve full compliance with corporate sustainability standards and focused on quality;
― Address any problems/grievances with the Coordinator/Manager/ that may have an impact on productivity and operations;
― Take steps to improve performance based on coaching.
― Fluency in German and English, both written & spoken (B2-C1);
― Proficient in relevant computer applications (internet Explorer, Outlook usage, Microsoft Office);
― Verbal and written communication skills;
― Active listening skills;
― Detail-oriented and analytical;
― Problem solving and analysis;
― Customer service orientation.
* All the applications will be introduced in our data base. Only the eligible candidates will be contacted. Thank you for your interest!