Description : - Handling native language customer contacts, including responding to incoming phone calls and written correspondence.
Meet standards in volume, quality, performance & attendance.- Fully investigates the Customer’s requirements using specific systems and procedures-
Understanding and resolving the customer request, or creating & agreeing on action plans to lead to resolution.- Accurate logging of all contacts and following up on action plans using a case management system-
Where necessary liaising with business partners - i.e.
Dealers, Field Managers and internal departments to develop service request resolutions & action plans.- Escalating issues to the Team Leader, ensuring the group maintains professionalism at all times whilst working within strict service level criteria.
Ability to use English as a second language during European multi-national meetings, for systems, performance evaluation and training purposes (for non-
UK markets)Experience in a customer service role would be considered an advantageGood computer literacy - competent in the main Microsoft Office packages and Internet ExplorerDemonstrated ability in using communication applicationsCustomer service excellence enjoys direct contact with customers by telephone and understanding the customer’s needs, displays diplomacy, is polite, remains calm, listens, and apologizes where necessary, always portrays a professional & positive image to the customerAbility to work under pressure and deal with a customer in demanding situations, to learn quickly in a changing environment, to use own initiative and make decisions, ability to prioritize and manage own workloadLogical approach to problem resolution, gathers facts, takes corrective action, escalates problem at the appropriate stage, ability to work on own initiative to follow up and resolve service requests raised by customersTeam player -
helping the team to achieve objectives, friendly and approachable even when busy, but firm where necessary, works to team and individual standards.
Offer : Annual fixed bonusesAttractive rewards and additional performance-based bonusesFull private medical insurance & discounted prices for the dependents of the employeeChildbirth supportOnline library access for passionate book readersHealth & Nutrition : Health and wellness services at the officeVarious discounts for gym classes & other recreational activitiesFree development training, for both personal and professional purpose, via our E-
Learning platformMulticultural and enthusiastic work environmentAccess to the company’s cultural events including well-known festivals in Romania