Dutch Customer Support Agent

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As a Front Office Technical Agent you play a crucial role in a prominent international telecommunications company. Your responsibilities include delivering internet telephony and data services. You focus on providing essential ICT services to corporate clients ensuring seamless connectivity and support. Additionally your role involves facilitating a diverse range of TV channels and an app for residential enterprise and public markets.

Tasks

• Serve as the primary point of contact in the Front Office Technical (FOT) department for customers facing technical issues.
• Handle customer inquiries related to fixed and mobile networks broadband carrier coverage television etc.
• Primarily engage with customers through calls and occasionally through chat with no email communication involved.
• Advise and assist customers on various technical issues such as login difficulties GPS signal problems WIFI/TV connection issues malfunctioning remote control devices and more.
• Utilize tools including Dare to efficiently and promptly find solutions for customer problems aiming for a First Time Right resolution.
• Use the expert system to support fixed processes in solving customer issues.
• If the problem persists after all steps are checked schedule an appointment for onsite intervention.
• Transfer requests to the second line agent when they exceed the technical competencies of the Front Office Technical Agent.
• Identify and leverage sales opportunities during technical customer care conversations promoting the adoption of new products or services when appropriate.

Requirements

• Dutch or Flemish (C2) English (B2)
• Strong communication skills (oral and written)
• Sales/Commercial or Customer care experience (ideally in BPO sector but not required)
• Interest in the the telecom sector is an asset but no technical background required
• Maintain a friendly and helpful phone manner to prioritize customer satisfaction (CSAT).
• Balance technical knowledge to align with CRM system directives.
• Communicate effectively with structured articulation active listening and summarization.
• Demonstrate flexibility in working evenings and weekends.
• Adaptability to absorb and apply extensive information with comprehensive onthejob training provided for motivated candidates.

Benefits

• Paid training
• Fun peopleoriented call centre
• Marketbased basic salary
• Growth opportunities
• Private health insurance
• Relocation Package

Location

Sofia (Bulgaria)