Urgent

Job Summary/ Overview

Each agent must answer customers inquiries about the accounts different types of products and services through various channels (voice chat webform email and social media). This person provides support to the customers and thoroughly documents each interaction.

Key Responsibilities and Accountabilities

The agent must provide excellent support service to every single contact following the accounts processes and policies and professionally accomplishing the LOB metrics. Also the agent must be able to provide prompt answers solve problems and have communication etiquette.

Customer Assistance:

• Handling incoming calls webforms emails chats or social media inquiries from customers
• Providing prompt and courteous responses to customer inquiries and issues
• Assisting customers with product or servicerelated questions troubleshooting and problem resolution
• Making outbound calls to customers when circumstances dictate

Basic Troubleshooting:

• Performing initial diagnosis and troubleshooting of customer issues
• Following standard procedures to resolve simple problems
• Escalating complex issues to Tier 2 support or supervisors when necessary

Experience / Skills

• Excellent Italian/English communication skills
• Knowledge of Windows applications (Microsoft Word and Excel) or similar software applications; proficiency preferred
• Proficient in critical thinking skills listening skills and conflict resolution
• Demonstrating accurate data entry at a minimum of 40 words per minute. The ability to listen and type simultaneously is critical
• At least 1year experience in a call center environment demonstrating professional phone skills is required
• At least 1year experience providing product technical support
• Phone sales experience is preferred

Age

• Applicant must be 18 years old or above

Education

• High School diploma is required; some college education is preferred

Schedule

Must be flexible with schedule (24/7 operations) will support US APAC EMEA regions

Remote Work :

No