Customer Service Advisor

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

Skills

Minimum Requirements:

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

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