Graphic Solution Customer Care Agent

The Graphic Solution Customer Care Agent takes responsibilities of end to end case management, inform and follow up with customers.

Job offer information
  • Answer phone,greet and entitle Customers(EndUsersandDistributionChannelPartners)based on their warranty status,contracts or T&M support.
  • Loganddocumentcaseinto CRM systems and direct to the correct service queue(remote support,parts dispatching, FSE dispatching,etc.).
  • Close case in CRM systems after confirmation of resolution from customer.
  • Answer calls from Field Service Engineers and provide required support upon request.
  • Confirm satisfactory case resolution with customer before closure.
  • Capture feedback from customer.
  • Monitor Care Center mailboxes and respond within defined SLA.
  • Follow documented process using Service Planning and Scheduling.
  • Monitor,manage and follow up back orders and supply chain escalations.
  • Keep customer and FSE  sin form edviaemailorphone. Send status update and tracking info.
Other information

High school diploma or equivalent

Proficient in relevant computer applications such as MSOffice

Excellent communication skills in English - verbal and written

Excellent communication skills in French - verbal and written 

Knowledge of customer service principles and practices

Call center or customer service environment experience will be an added value

Good data entry and typing skills

Knowledge of administration and clericalp rocesses

Excellent verbal and written communication skills

Ability to work in several taskin parallel and prioritize properly

Diligent – good attention to detail

Very good organization skills

Information about the company

Soitron Bulgaria is part of Soitron Group – a Slovak company, established in 1991, with HQs in Bratislava and offices in UK, Turkey, Romania, Czech Republic and Bulgaria. The company provides services in the area of IT system integration, IT networking & infrastructure and IT outsourcing. In global scale Soitron has clients such as Cisco, Lenovo, Microsoft, Avaya, IBM, HP, DXC etc.