Customer Service Representative

Where: Sofia (Bulgaria)

Extent of Work: Full Time

Click here to apply in English

The Role:

The Customer Service Representative position interfaces with customers via inbound calls, outbound calls, chat or email depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client’s product or services

What can we offer you?

  • A bright, modern, place to work with excellent staff facilities.
  • Experience life in Sofia (capital of Bulgaria).
  • Work from home option in Sofia.
  • Take advantage of benefits and discounts with local and national suppliers.
  • Look after your future with our company pension scheme.
  • If you’re moving from abroad, you can benefit from our relocation package and access to our dedicated relocation specialist.
  • Hard work and dedication is rewarded at our annual company awards ceremony.
  • Develop your career in a global company of over 225,000 employees across more than 40 countries!

Your day to day role:

  • Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
  • Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
  • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
  • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
  • Maintain basic knowledge of client products and/or services
  • Prepare complete and accurate work including appropriately notating accounts as required
  • Participate in activities designed to improve customer satisfaction and business performance
  • Offer additional products and/or services
  • Track, document and retrieve information in call tracking database
  • Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

Are you our ideal candidate who:

  • is able to communicate fluently in Italian with working level of English
  • is passionate for providing the best customer service
  • takes ownership of their work and multi-tasks well
  • is a problem solver and is able to flex to different customer profiles?

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