Position: CUSTOMER SERVICE REPRESENTATIVE WITH PORTUGUESE - BRNO
Category: IT and telecommunications
Region: Jihomoravský
Reference number: CZP2009001871
Detailed information
THIS COULD BE AN OPPORTUNITY FOR EVERYONE LOOKING TO PROGRESS into the IT Sector.
Scope of employment
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
Minimise 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
We offer
Fantastic working atmosphere in an international environment
Continuous personal development through general training and coaching
Advanced training both in Brno and potentially abroad when necessary
Development of all your potential
Friendly and supportive management
Regular business hours 9-5 Monday to Friday but shifts might be required.
Large benefits package
Above market motivational salary
