Customer Service Representative | |
Customer Support Representative’s job includes support provision to end customers via phone or via another interactive form of communication. Language and communication skills are essential for these positions, previous experience in the field of IT is an advantage but not necessary.
Customer Service Representative is available to receive a customer call, handles emails, ensures consistent productivity and quality of service, maintains customer satisfaction and ensures that all tickets are logged and assigned accordingly. Náplň práce: The CSR is responsible mainly to:
- Be available to receive any new calls at start of shift
- Ensure consistent productivity and quality of service
- Meet SLAs and individual KPIs, maintain customer satisfaction
- Ensure that all tickets are logged and assigned according to the account's procedures
- Handle any Severity 1 & 2's appropriately
- Handle any frontline technical queries and fix or log them appropriately accurately reflecting content of the call
- Handle and assist OSS with problem determination
- Escalate queries when required to appropriate personnel
- Minimize outbound call duration and quantity
- Monitor ticket queues
- Apply end to end ticket and call handling expectations of account
- Escalate any issues as soon as they arise to the appropriate contact
- Identify knowledge mgmt gaps and drive closure Jazyky: English - advanced Požadované znalosti: Technical requirements:
- Basic IT knowledge (hardware, software, applications, connectivity, etc.)
- Familiar with PC systems as end user
Other requirements:
- Excellent communication and customer care skills
- Must be fluent in English and one other European language (primarily French and German but others are also required – Dutch, Russian, Spanish, Italian, Portuguese, etc)
- Stress-resistant, enthusiast and willing to work in a team
- Ability to operate well in an international environment, multicultural environment
- Responsiveness and flexibility
- Teamwork skills
- High motivation
- Learning skills
- 24/7 shift environment (including nights, weekends and holidays) – if required NATEK supports leaders in the optimization of their IT sourcing plans in CEE.
Since 2004, 250 IT consultants from 24 different countries around the world have joined NATEK to build and develop NATEK International Consulting and Outsourcing Services with activities throughout the European Region.
NATEK delivers service in following countries: Bulgaria, the Czech Republic, Poland, Romania and Slovakia and has representative offices in France, Georgia and Ukraine. We have created a global organization in order to develop long term partnerships with prestigious international companies in Europe and support them in their success.
NATEK Services:
• Professional Services — supplementing IT projects with talented international resources.
• Outsourcing Services — nearshoring selected parts of IT operations to CEE.
• Consulting Services — advising on right-shoring in CEE with suitable HR practices.
NATEK’s core values to serve our customers with excellence:
• Deliver only IT Services within a global structure
• Provide the best people with diversity
• Install a win-win partnership for long-term cooperation
• Develop our employees and bring them to the top
• Listen to and share our knowledge with our partner
• We just love what we do!
For more information, please visit our website – www.natek.eu Oblasť pôsobenia spoločnosti: IT - Information Technologies
| Adresa: | Grosslingova 4, 811 09
Bratislava, Slovakia | | Kontakt: | Miroslava Micova | | Email: | career@natek.eu |
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