Task:Key Tasks and responsibilities
- Manage incoming phone calls, emails and cases.
- Assisting customers with billing and contract related requests.
- Educating customers and answering general questions about the supported software.
- Reach out to customers to schedule installation of orders, while coordinating with subcontractor technicians.
- Standardized troubleshooting of user reported issues with the supported software and hardware.
- Keep records of customer interactions, process customer accounts and file documents.
- Follow communication procedures, guidelines and policies.
- Take the extra mile to engage customers.
- Additional ad-hoc tasks and projects in alignment with the business needs.
Expectation:Skills / Attributes Required
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Ability to work Independently.
- Keep organised records.
- Identify and recommend opportunities to improve processes.
- Understand how to escalate urgent and time sensitive requests when needed.
- Strong Communication Skills
- Strong listening skills.
- Good organizational skills.
- Pleasant and personable approach addressing customers and co-workers.
- Readiness to help others.
- Ability to build and maintain great relationships with Technical and Sales Teams.
- Providing technical recommendations to maximise new customer experience.
Technical:Competent level of IT (Internet browsers, Excel, Microsoft Office, and mobile devices).
Behavioral:
- Customer and Detail Focused mindset
- Work hard to ensure customer satisfaction.
- Recognizes customer needs.
- Willingness to accept and take ownership of customer issues.
- Excellent attention to detail processing orders
- Tolerance of Ambiguity/Flexibility
- Accepts and thrives in an ever-changing environment.
- Works well with others.
Other:Qualifications
- High school diploma or equivalent
- Previous Customer Service experience (ideally supporting technical products within SSC/Contact Centre)
- B2 Italian, B2 English