German Bilingual TSR
German Bilingual TSR
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Work arrangement: Onsite
Nature of the account: Technical in nature dealing with Tablets (ipad level)
Process: Voice and Non Voice tasks
Schedule: must be flexible with schedule (24/7 operations)
will support US APAC EMEA regions
Location:
San Juan City Philippines
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
Information and Guidance:
- Providing information about products services promotions and policies
- Guiding customers through account setup billing inquiries or order placement
Documentation and Data Entry:
- Documenting customer interactions and details accurately in the ticket management application
- Recording customer complaints feedback and resolutions
Customer Satisfaction:
- Striving to meet or exceed customer expectations and service level agreements (SLAs)
- Ensuring a positive customer experience during every interaction
- Achieving first contact resolution when possible
Experience / Skills
- Excellent German/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
Employment Type
Full Time
