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.
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 skillsInformation 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.