Customer Service Advisor

Customer Service Advisor

الوصف الوظيفي

Functional responsibilities include:

• Responsible for handling technical-support and support related questions for Clients customers and Partners

• The candidate shall provide prompt, reliable, and accurate information to customers while maintaining effective

communications during conversations by adjusting to the pace and technical level of the customer

• Responsible for ensuring call resolution in a timely manner, while maintaining the highest level of quality

support in every customer interaction

• Accurately logging all interactions via Client’s Contact Management System

• Achieve call center metrics as defined by the Supplier

• Recognize and adjust support approach to accommodate all levels of customer’s experience

• Educate customers on support options, and the steps being taken to resolve the issue, including online tutorials,

in-store programs and help applications built into the programs

• Communicate positively with team members, customers, and other partners

• Escalate issues to the appropriate department according to Client’s Procedures

• The advisor is obligated to use client's tools in an ethical way without any abuse that could lead to financial loss.

• Adhere to the planned schedule which announced by WFO Experience

• Beneficial with previous experience in a customer service role. Good references are a minimum hiring requirement, especially if the candidate lacks previous work experience.

Key performance indicators (KPI):

• Adaption of Phone Quality Standards based on client requirements

• Regulatory Compliance as per Phone Quality Standards based on client requirements

• Customer Satisfaction (C-sat, V-sat, D-sat) based on LOB requirements

• Resolution Rate based on LOB requirements

• Availability based on site requirements

• Screen Sharing based on LOB requirements

• Logging based on LOB requirements

• Escalation Rate based on LOB requirements

• On-time Commitment Rate based on LOB requirements

• Take over rate based on LOB requirements

• Appeasement & Refund rate based on LOB requirements

المهارات

Minimum Requirements:

• Education: Bachelor’s degree or equivalent
• Experience: Previous experience in a customer service role
• Language: C1 English level (Excellent/Fluent)

تفاصيل الوظيفة

منطقة الوظيفة

اربد, الأردن

قطاع الشركة

الاستعانة بالمصادر الخارجية لخدمة العملاء

طبيعة عمل الشركة

غير محدد

الدور الوظيفي

خدمة العملاء ومركز الإتصال

نوع التوظيف

دوام كامل

الراتب الشهري

غير محدد

عدد الوظائف الشاغرة

100

المرشح المفضل

منطقة الإقامة

اربد,الأردن

للتقدم على الوظيفة