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Ideal candidate > High School Diploma (Bachelor s Degree in economy constitutes and advantage); > Advanced level of English C1; > 1-year of previous experience in a similar position; > PC literate and basic know-how about the Microsoft Office tools; > Proven excellent communication skills; > Previous experience in technical support or in a high volume, fast paced customer service or call centre environment (constitutes an advantage); > Technically minded good know-how and understanding of telecommunication consumer products; > Logical approach able to deduce and diagnose issues based on minimal input; > Must demonstrate strong soft skills and maintain a professional approach under any difficult situation; > Must be able to work under pressure and have a flexible approach; > Cultural sensitivity possess and assimilate cultural differences and adapt to different cultural demands. Job description > Provides phone support by answering inbound customer requests or inquiries concerning services, products, equipment and billing; > Research, locate and provide accurate information with a solution-oriented mindset; > Triage, troubleshoot and resolve known service issues and address routine customer questions; > Examine and research complex problems and assist customers with appropriate solutions based on existing procedures; > Provide inbound/ outbound calls based on request / process requirements; > Perform upselling / cross-selling activities as per the Client need; > Track a large number of client interactions and needs without compromising the quality of service; > Demonstrate sensitivity towards customer needs; > Report in due time to all relevant internal parties (TL, TM, SME, QA, Trainer, Manager on Duty) - any roadblocks / technical issues in delivering the service at the highest standards; > Continuously look for areas of improvement and communicate trends in customer calls to leadership as applicable; > Adapt to different cultural values and pursue improving cultural-specific interpersonal skills;Mentor, guide and proactively transfer knowledge, while promoting only the best practices, to less experienced CSR staff. > Work Schedule: 24/7 We offer: Professional technical training (paid) Fixed salary, bonuses based on performance and medical benefits Exposure to a multicultural and multilingual environment (from Romania we offer support in 20+ languages on a global level) Real possibilities of career development A modern, dynamic and friendly working environment
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