Main duties and responsibilities
•
Dealing with customers either by telephone, e-mails, fax, letter or other media within define SLA & quality standards
• Keeping records of customer interactions and contacts
• Researching required information using available resources
• Communication and coordination with all team members, internal departments and local offices
• Following-up on customer inquiries not immediately resolved
• Identifying and escalating priority issues
• Recommending processes improvements
Principal accountabilities
• Maintaining the work shift hours
• Providing customers with correct and complete information
• Ensuring the KPIs and SLAs are maintained
• Ensuring the contact logging software is correctly used to allow reports and analysis
Duties and responsibilities can be changed after arrangement
Reporting and collaboration
• Customer Service Team – team members, sr. representatives, supervisor and manager
• Processing Team – team members, supervisor, manager
• Local administration assistants/ managers
Key competencies
Knowledge of MS office
Good keyboard skills
Language knowledge upper-intermediate; written and verbal:
• English
Preferable skills and competencies
Strong communication skills verbal and written (pleasant style)
Problem analysis and problem-solving
Attention to details and accuracy
Customer service orientation
Organizational skills
Team work
Stress tolerance
Education and qualifications
High school diploma or general education degree experience
Experience
Experience in Customer Service