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Position: Customer Service/Technical Support Professional
Reports to: Team Manager, Operations
This position involves delivering excellent customer service and technical support to our
customers. It is an exciting opportunity to work with one of the most recognised brands in the
world and offers you a chance to experience the professional world of customer service and
technical support. It is also an opportunity to bring your skills to our organisation while providing
a quality service to our customers and clients.
? Provide continuous customer service & technical support to Game Console Customers via
telephone and other electronic mediums.
? Develop expertise in assigned Client’s Line of Business (LOB) – Hardware, Live, Billing,
? Deliver individual Performance based on Metrics and Related Targets.
? Drive Customer issue resolution.
? Protect Customer PII data (follow MS guidelines and requirements).
? Responsible for delivering timely, accurate customer support & technical answers and
providing a high degree of customer service satisfaction.
? Achieve and maintain service level statistics as defined.
? Track & document customer & problem information.
? Demonstrates understanding and commitment to protecting customers privacy and
? Successfully complete training activities to maintain technical currency, and to broaden
? Participate in coaching and demonstrate commitment to personal improvement.
? Provide feedback to help improve process, policies, tools, etc.
? Ensure data integrity, accuracy, and timeliness.
? Perform services consistent with quality standards and procedures based on training and
? Maintain acceptable level of productivity and timeliness
? Continually develop technical and customer service skills.Requirements:
? Leaving certificate or equivalent.
? Fluency in English.
? Excellent Customer service skills.
? A minimum of 1 year customer service experience, preferably in a call centre environment.
? Passion for the customer and customer experience.
? Excellent communication skills: verbal, written, probing & reading
? Excellent listening skills
? Ability to gauge customer ability and modify delivery skills accordingly
? Good Technical and troubleshooting skills.
? Minimum typing speed of 25 wpm as verified by a formal test.
? Understanding of consumer electronics, such as DVD, MP3 or Windows Media Audio,
HDTV or DTV, Wireless networking and devices, USB, etc.
? Good knowledge of Microsoft Windows.
? Ability to explain information in a way that is easy to understand.
? Analytical problem solving skills; linear and logical troubleshooting skills.
? Ability to handle difficult or irate customers effectively.
? Ability to set expectations and deliver information in a positive way.
? Ability to learn quickly and adapt to high change environment
? Adapts well to changing circumstances, direction, and strategy.
? Knowledge of and experience with gaming consoles or PC gaming systems.
? Intermediate level of skills with home networking, as related to file sharing, router setup, IP addresses.
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