Hot Customer Service Representative

Salary

CZK 40,000 - 48,000

Seniority / Experience

Juniorenglish plus french/german/dutch/italian/spanish language

Company

Hays company

Location

Prague

Type of job

Full-time

  • Bonuses
  • Notebook
  • Caffeteria

Key Duties & Responsibilities:

·        Taking any cases from the stack, including high priority case handling, focusing on customer interaction and information gathering.

·        Problem diagnosis and resolution on known issues and interaction with 3rd parties. Escalation of issues to team leaders.

·        Analysing cases complexly, troubleshooting unknown issues, coming up with new solutions, contributing to knowledge base.

·        Identifies solution, applies and tests solution. Considers all known alternatives before making a decision.

·        Initiates coaching and handover in line with the SLA.

·        Manage customer interaction in a positive way, be able to clarify the problem, consistently demonstrate basic resolution of known problems.

·        Managing customer expectations and understand what the customer actually needs

·        Establish realistic time-lines for customer updates or issue resolution, focus on resolving the issue and afterwards on lessons learnt.

·        Interact in a collaborative way with the home market and other teams.

·        Deliver basic training, following a course script, delivering existing content.

·        Pro-actively acquiring and sharing knowledge.



What skills and experience are we looking for?

·        Either Technical support or Customer Service experience (preferably from B2B sector)

·        Communicative level of English and fluency in French/German/Dutch/Italian/spanish/nordic language

·        Ability to prioritize and manage your own time effectively

·        Analytical thinking and strong problem solving focus

·        Strong communication skills over the phone or in a written form

·        Patience and good listening skills

·        Ability to multitask

·        Proactive approach and positive attitude



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