Call Center Agent
JOB PURPOSE
Provides timely responses to customer inquiries by telephone, email and/or by chat in an outbound service center consistent with service and quality standards. Troubleshoots and resolves customer complaints.
Supervision, Co-ordination, Advice, Influence
Received from: Call Center Team Leader / Call Center Supervisor
Exercised with: Other call center agent as a team
KEY RESPONSIBILITIES
- Professional telephone and written customer support for hardware and software problems as well as questions about the application of Microsoft operating systems
- Provide customers with product and service information.
- Notification of repair status
- Enter the corresponding data in the customer database, update existing customer information.
- Ensures accurate and timely reports management (document all call information)
- Research required information using available resources.
- Identify and escalate priority issues.
- Is able to quickly build relationships, understand underlying issues and respond appropriately.
- Is able to diffuse conflict and manage tense situations professionally and calmly.
- Able to operate effectively in a fast paced and emotionally charged environment.
- Is knowledgeable around Ecovacs’ whole portfolio.
PERFORMANCE STANDARDS
- First Time fix
- Productivity
- Customer satisfaction
INTERFACE (CUSTOMERS AND SUPPLIERS)
Internal: Close cooperation with all departments - especially service and operation without authority
External: Final Customers
PERSON’S REQUIREMENTS FOR THE JOB
Education
- Electronics/computer technician
Experience
- Good technical understanding
- Sound knowledge in the field of hardware
- Very good understanding of the Microsoft operating systems
Skills & Competencies
- Customer Orientation
- Analysis
- Quality
- Communication
- Team Work
- Enjoying telephoning
- Flexible
- Dynamic and positive attitude
Languages
- French: fluent, spoken and written
- Italian: fluent, spoken and written
- English: good level, spoken and written
Acer Group is an official sponsor of "Talent Without Borders" program with SOS Children's Villages Switzerland
Provides timely responses to customer inquiries by telephone, email and/or by chat in an outbound service center consistent with service and quality standards. Troubleshoots and resolves customer complaints.
Supervision, Co-ordination, Advice, Influence
Received from: Call Center Team Leader / Call Center Supervisor
Exercised with: Other call center agent as a team
KEY RESPONSIBILITIES
- Professional telephone and written customer support for hardware and software problems as well as questions about the application of Microsoft operating systems
- Provide customers with product and service information.
- Notification of repair status
- Enter the corresponding data in the customer database, update existing customer information.
- Ensures accurate and timely reports management (document all call information)
- Research required information using available resources.
- Identify and escalate priority issues.
- Is able to quickly build relationships, understand underlying issues and respond appropriately.
- Is able to diffuse conflict and manage tense situations professionally and calmly.
- Able to operate effectively in a fast paced and emotionally charged environment.
- Is knowledgeable around Ecovacs’ whole portfolio.
PERFORMANCE STANDARDS
- First Time fix
- Productivity
- Customer satisfaction
INTERFACE (CUSTOMERS AND SUPPLIERS)
Internal: Close cooperation with all departments - especially service and operation without authority
External: Final Customers
PERSON’S REQUIREMENTS FOR THE JOB
Education
- Electronics/computer technician
Experience
- Good technical understanding
- Sound knowledge in the field of hardware
- Very good understanding of the Microsoft operating systems
Skills & Competencies
- Customer Orientation
- Analysis
- Quality
- Communication
- Team Work
- Enjoying telephoning
- Flexible
- Dynamic and positive attitude
Languages
- French: fluent, spoken and written
- Italian: fluent, spoken and written
- English: good level, spoken and written
Acer Group is an official sponsor of "Talent Without Borders" program with SOS Children's Villages Switzerland