Soitron
50 - 300 служител€ Apply
Graphics Solution Customer Care Agent with Spanish
Sofia
full-time

Graphics Solution Customer Care Agent with Spanish

Sofia full-time

About us

Soitron Bulgaria is part of Soitron Group Ц 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.

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

Responsibilities

Х Answer phone, greet and entitle Customers (End Users and Distribution Channel Partners) based
on their warranty status, contracts or T&M support.
Х Log and document case into CRM systems and direct to the correct service queue (remote
support, parts dispatching, FSE dispatching, etc.).
Х Close case in CRM systems after confirmation of resolution from customer.
Х Answer calls from Field Service Engineers and provide required support upon request.
Х Confirm satisfactory case resolution with customer before closure.
Х Capture feedback from customer.
Х Monitor Care Center mailboxes and respond within defined SLA.
Х Follow documented process using Service Planning and Scheduling.
Х Monitor, manage and follow up backorders and supply chain escalations.
Х Keep customer and FSEs informed via email or phone. Send status update and tracking info.

Requirements and necessary skills

Х High school diploma or equivalent
Х Proficient in relevant computer applications such as MS Office
Х Excellent communication skills in English - verbal and written
Х Excellent communication skills in Spanish - verbal and written
Х Knowledge of customer service principles and practices
Х Call center or customer service environment experience will be an added value
Х Good data entry and typing skills
Х Knowledge of administration and clerical processes
Х Excellent verbal and written communication skills
Х Ability to work in several task in parallel and prioritize properly
Х Diligent Ц good attention to detail
Х Very good organization skills

We offer

Х Competitive salary
Х Working from Monday to Friday
Х Additional health insurance
Х Sport card
Х Food vouchers

If you feel that this role would fit your personal interests and plans for professional development, please, send us your CV.
We offer YOU the opportunity to become part of a team within a company working for one of the leading corporations worldwide.
Only short-listed candidates will be contacted.
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