Offer summary

Qualifications:

Bachelor’s degree in Computer Engineering, Management Information Systems or equivalent degree/experience preferred., Minimum 6 months to 1 year of customer service-oriented experience., Excellent oral and written communication skills in German/French/Italian and English., Basic knowledge of MS Office and proficiency in keyboarding (30+wpm)..

Key responsabilities:

Provide personalized case handling based on individual customer needs.

De-escalate difficult customer issues to full resolution.

Utilize desktop tools and applications to navigate customer inquiries effectively.

Identify areas for continuous process improvement and report them.

Job description

Position Title: Customer Service Representative

Location: Romania

Working Hours: 8AM to 5PM EEST Monday thru Friday (5×9); may be required to work other shifts to meet customer needs

Experience

Minimum 6 months -1 year of demonstrated customer service-oriented experience

Functional Skills

High level Integrity, understand & abide by our business practices
Willingness to learn (LOB specific product/service, policies & processes), execute and improve
Ability to effectively navigate through desktop tools, applications and websites
Basic Knowledge on MS Office
Excellent Problem solving skills with proficiency in identifying issues by performing Root cause analysis
Proficiency in keyboarding (30+wpm), Windows-based applications, internet and web browsing
Ability to utilize various documentary and personnel resources to craft case-specific action plans
Ability to work with a sense of urgency
Ability to spot and report areas for continuous process improvement
This role is temporarily remote due to COVID-19.
You must be able to work assigned shifts during the center’s hours of operation: 8AM to 5PM EEST Monday thru Friday (5×9)
Bachelor’s degree in Computer Engineering, Management Information Systems or equivalent degree/experience preferred.

Soft Skills

Must possess excellent oral and written communication skills in German/French/Italian + English
Ability to express precisely and with clarity
Excellent listening & Probing Skills
Exhibit strong interpersonal techniques – is positive, pleasant, respectful and customer focused
Ability to express empathy and exhibit a desire to help others
Provide case handling that is unique and based on each individual customer’s specific needs and schedule
Ability to de-escalate difficult customer issues to full resolution
Focus on creating a satisfying experience for the customer by using professional customer service techniques, personalizing and focusing on adding value
Ability to cope with stress and to remain calm in all customer service situations – remain patient, polite and provide excellent customer service
Preferred to have trouble-shooting experience with VoiP/Cloud PBX systems / cloud telephony technology
Ability to handle high volume of tikets, phone calls, and chats.
Being a true team player is a must.

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