Functional responsibilities include:<\/p>\n

<\/p>\n

\u2022 Responsible for handling technical-support and support related questions for Clients customers and Partners<\/p>\n

\u2022 The candidate shall provide prompt, reliable, and accurate information to customers while maintaining effective<\/p>\n

communications during conversations by adjusting to the pace and technical level of the customer<\/p>\n

\u2022 Responsible for ensuring call resolution in a timely manner, while maintaining the highest level of quality<\/p>\n

support in every customer interaction<\/p>\n

\u2022 Accurately logging all interactions via Client\u2019s Contact Management System<\/p>\n

\u2022 Achieve call center metrics as defined by the Supplier<\/p>\n

\u2022 Recognize and adjust support approach to accommodate all levels of customer\u2019s experience<\/p>\n

\u2022 Educate customers on support options, and the steps being taken to resolve the issue, including online tutorials,<\/p>\n

in-store programs and help applications built into the programs<\/p>\n

\u2022 Communicate positively with team members, customers, and other partners<\/p>\n

\u2022 Escalate issues to the appropriate department according to Client\u2019s Procedures<\/p>\n

\u2022 The advisor is obligated to use client's tools in an ethical way without any abuse that could lead to financial loss.<\/p>\n

\u2022 Adhere to the planned schedule which announced by WFO Experience<\/p>\n

\u2022 Beneficial with previous experience in a customer service role. Good references are a minimum hiring requirement, especially if the candidate lacks previous work experience.<\/p>\n

<\/p>\n

Key performance indicators (KPI):<\/p>\n

<\/p>\n

\u2022 Adaption of Phone Quality Standards based on client requirements<\/p>\n

\u2022 Regulatory Compliance as per Phone Quality Standards based on client requirements<\/p>\n

\u2022 Customer Satisfaction (C-sat, V-sat, D-sat) based on LOB requirements<\/p>\n

\u2022 Resolution Rate based on LOB requirements<\/p>\n

\u2022 Availability based on site requirements<\/p>\n

\u2022 Screen Sharing based on LOB requirements<\/p>\n

\u2022 Logging based on LOB requirements<\/p>\n

\u2022 Escalation Rate based on LOB requirements<\/p>\n

\u2022 On-time Commitment Rate based on LOB requirements<\/p>\n

\u2022 Take over rate based on LOB requirements<\/p>\n

\u2022 Appeasement & Refund rate based on LOB requirements<\/p>\n

<\/p>\n

<\/p>\n

<\/p>\n

Skills<\/p>\n

Minimum Requirements:<\/p>\n

<\/p>\n

\n
• Education: Bachelor\u2019s degree or equivalent<\/li>\n
• Experience: Previous experience in a customer service role <\/li>\n
• Language: C1 English level (Excellent\/Fluent)<\/li>\n<\/ul>\n

  <\/p>\n

  \u0627\u0636\u063a\u0637 \u0647\u0646\u0627 \u0644\u0644\u062a\u0642\u062f\u0645 \u0644\u0644\u0648\u0638\u064a\u0641\u0629 \u0645\u0646 \u0627\u0644\u0645\u0648\u0642\u0639 \u0627\u0644\u0623\u0635\u0644\u064a<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

  Functional responsibilities include:<\/p>\n

  \u2022 Responsible for handling technical-support and support related questions for Clients customers and Partners
  \n\u2022 The candidate shall provide prompt, reliable, and accurate information to customers while maintaining effective
  \ncommunications during conversations by adjusting to the pace and technical level of the customer
  \n\u2022 Responsible for ensuring call resolution in a timely manner, while maintaining the highest level of quality
  \nsupport in every customer interaction
  \n\u2022 Accurately logging all interactions via Client\u2019s Contact Management System
  \n\u2022 Achieve call center metrics as defined by the Supplier
  \n\u2022 Recognize and adjust support approach to accommodate all levels of customer\u2019s experience
  \n\u2022 Educate customers on support options, and the steps being taken to resolve the issue, including online tutorials,
  \nin-store programs and help applications built into the programs
  \n\u2022 Communicate positively with team members, customers, and other partners
  \n\u2022 Escalate iss..<\/p>\n","protected":false},"author":1,"featured_media":144,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_ti_tpc_template_sync":false,"_ti_tpc_template_id":"","spay_email":"","footnotes":""},"categories":[38,3],"tags":[],"class_list":["post-392582","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-38","category-3"],"jetpack_featured_media_url":"https:\/\/wathefty.com\/jobs\/wp-content\/uploads\/2021\/12\/\u0648\u0638\u0627\u0626\u0641-\u0627\u0644\u0623\u0631\u062f\u0646.png","_links":{"self":[{"href":"https:\/\/wathefty.com\/jobs\/wp-json\/wp\/v2\/posts\/392582","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wathefty.com\/jobs\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/wathefty.com\/jobs\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/wathefty.com\/jobs\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/wathefty.com\/jobs\/wp-json\/wp\/v2\/comments?post=392582"}],"version-history":[{"count":0,"href":"https:\/\/wathefty.com\/jobs\/wp-json\/wp\/v2\/posts\/392582\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/wathefty.com\/jobs\/wp-json\/wp\/v2\/media\/144"}],"wp:attachment":[{"href":"https:\/\/wathefty.com\/jobs\/wp-json\/wp\/v2\/media?parent=392582"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/wathefty.com\/jobs\/wp-json\/wp\/v2\/categories?post=392582"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/wathefty.com\/jobs\/wp-json\/wp\/v2\/tags?post=392582"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}