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Spanish speaking Customer Service - Greece/Athens

Job Description

The Job

 

  • To register, handle, answer, escalate customer complaints and cooperate with Skype T2 internal support and other CCs if required.
  • To follow all procedures accurately, including Microsoft documented processes and flows, data entry requirements, and complaint management processes.
  • To follow Contact Centre procedures and ensure availability to answer transactions, adopting the transactions handling procedures.
  • To create/Open cases using the tools supplied by Microsoft
  • To process correctly all issues and in a timely manner
  • To communicate effectively resolution to End-User issues and escalate to the Team Manager/other teams when resolution is not accomplished.
  • To escalate issues outside of service boundaries or when resolution cannot be confirmed
  • To translate the escalated incidents where necessary
  • To document customer symptoms and troubleshooting steps clearly
  • To properly use the security verification of End-Users to grant support only to legal clients, secure Customers and business.
  • To strive towards customer retention and loyalty, fully supporting the End-User to achieve a successful outcome to his/her enquiry.
  • To handle questions as effectively as possible, recognizing more complex problems and escalating accordingly
  • To provide feedback on a daily basis to the Team and ACMs on new/emerging issues that have identified and work to proactively highlight areas that need to be improved.
  • To be positive and proactive and have a desire for positive improvement in quality.
  • Other duties as assigned.

 

  • Employment terms: fixed term contact, 5 days per week (shift rotation).
  • This is a project based environment and there are real opportunities to develop within the role and also within the company itself.

 

Prerequisites

 

  • Graduates of High School (preferable: College, University)
  • Native or fluent SPANISH speakers
  • Fluent English (Proficiency level)
  • Good Knowledge of PC (hardware, software, internet)
  • Windows, MS Office Suite, Skype,  Windows Media Player, Windows Messenger
  • Excellent communication skills
  • Strong team spirit
  • Passionate about customer services

 

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