Customer Care Representative (Italian)

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Where: Sofia (Bulgaria)

Extent of Work: Full Time

Click here to apply in English

Responsibilities:

  • Identifies the customer and understands the type of product owned and the support requested.
  • He/She will provide a suitable answer to successfully handle the case. If necessary, the Customer Care Representative escalates the case to the Team Leader or Client, as per the agreed processes.
  • In the case of complaints will collect the necessary information in order to escalate the case to the responsible team so that a follow-up contact can be arranged.
  • Carries out specific outbound campaigns related with the client’s products/services and CRM strategy
  • Answers telephone calls and deals with them promptly, efficiently and with empathy to ensure a positive experience for our customers and striving to resolve all customer cases on the first call;
  • Validates customer service entitlements;
  • Assumes responsibility and ownership for all relevant customer cases;
  • Obtains accurate customer details and inputs and updates them accurately in the system;
  • Manages internal relationships positively;
  • Contributes positively towards the achievement of performance targets in all aspects of the team’s activities;
  • Use and improve Knowledge Bases through feedback;
  • Ensures through team work that all Service Level Agreements (SLAs) are met consistently

Requirements:

  •  High School/GED
  •  Computer and Keyboard Skills
  • Good analytical skills and technical knowledge
  • Excellent customer handling skills
  • Experience in a multinational environment would be appreciated
  • Fluency in written and spoken Italian
  • Working level of English

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