Role Overview
This person will be responsible for answering customers inquiries in foreign languages according to company standards and will work as a part of the Customer Service Team. Customer Service Representative is expected to be focused on Customer Services KPIs and deliver a high performance with focus in high quality.
Key responsibilities
- Communication with customers in written and via phone with defined SLA (response time) and quality standards
- Keeping records of customers interaction and contacts
- Researching required information using internal systems and resources
- Communication and coordination with CS Team members, internal departments, and GB offices
- Following-up in customer inquiries not immediately resolved
- dentifying and escalating priority issues
- Recommending process improvements
- Duties and responsibilities can be changed after arrangement
- Principal accountably
- Providing customers with correct and complete information
- Ensuring maintaining of KPIs and SLAs
- Ensuring the contact logging software is correctly used to allow reports and analysis
- Maintaining internal rules
Qualifications
- Secondary education degree or University degree (Bc/MA)
- Fluent knowledge of English (intermediate / upper-intermediate, both written and spoken)
- Fluent knowledge of 2nd foreign language (upper-intermediate, both written and spoken)
- PC literate with experience with MS Office
- Good communication skills
Key competencies
- Previous experience in Customer Service is an advantage (international environment is a significant advantage)
- Customer oriented
- Attention to detail and accuracy
- Enjoys a fast paced, ever-changing environment
- Team player
- Good analytical skills, focused on problem solving
- Ability to handle stress
- Multi-tasking
- Experience with Salesforce
