Customer Service Representative with Italian in Sofia, Bulgaria

Concentrix UK & Ireland Direct Employer

The Welcome and Support Centre (WSC) provides technical support and replacement parts logistic support for one of Concentrixs major customers. WSC customer solution representatives (CSR) will be the first line of contact for customers with technical problems or requiring replacement parts. The CSR will firstly identify the customer and understand the type of support contract the customer has in place. The CSR then will provide the first level technical diagnosis of the problem and if necessary issue spare parts, refer the problem to specialist software and hardware skill groups or if necessary send a technical expert to the customer premises. The primary contact method is telephone, but CSR also have to respond to written requests for support via e-mail, internet and in some cases fax. Of primary concern is customer care, so successful applicants will have to be able to communicate clearly in their most fluent language, have a high degree of language comprehension both verbal and written but most importantly be friendly and have a passion for helping customers solve technical problems. Responsibilities: Answer telephone calls and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customers. Validate customer service entitlements. Provide Hardware and Software Telephone support with a goal to meet set targets consistently. Assume responsibility and ownership for all relevant customer queries. Escalate calls that cannot be resolved locally, as appropriate. Obtain accurate customer details and amend call-handling system when applicable. Positively manage internal relationships. Contribute positively towards the achievement of performance targets in all aspects of the teams activities. Use and improve Knowledge Bases through feedback . Ensure through team work that all Service Level Agreements (SLAs) are met consistently. Requirements: High School Diploma/GED English: Intermediate Italian: Fluent Please note that the salary will reflect the low cost of living. Benefits: Local labor contract Relocation allowance Monthly transportation allowance Additional 5 days per year dedicated for study and e-learning Additional payment for night hours work as per approved company program Voluntary medical plan: health and dental care Discounts on various goods and services If you are interested in the position, please apply directly at: <web address removed>/cnx+external/jobdetail.ftl?job=CNX00000592

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