Our partner provides high quality infrastructure management services delivered from a single location to its Customers at the highest value. It covers the entire EMEA region 24 hours and 7 days a week serving its various International customers throughout Europe, for different market segments like Industry, Banking, and Logistics.
Responsibilities:
Customer Support Representative’s job includes support provision to end customers via phone or via another interactive form of communication. Language and communication skills are essential for these positions, previous experience in the field of IT is an advantage but not necessary.
Customer Service Representative is available to receive a customer call, handles emails, ensures consistent productivity and quality of service, maintains customer satisfaction and ensures that all tickets are logged and assigned accordingly.
The CSR is responsible mainly to:
- Be available to receive any new calls at start of shift
- Ensure consistent productivity and quality of service
- Meet SLAs and individual KPIs, maintain customer satisfaction
- Ensure that all tickets are logged and assigned according to the account's procedures
- Handle any Severity 1 & 2's appropriately
- Handle any frontline technical queries and fix or log them appropriately accurately reflecting content of the call
- Handle and assist OSS with problem determination
- Escalate queries when required to appropriate personnel
- Minimize outbound call duration and quantity
- Monitor ticket queues
- Apply end to end ticket and call handling expectations of account
- Escalate any issues as soon as they arise to the appropriate contact
- Identify knowledge mgmt gaps and drive closure
Job Category: Customer Support
