Tóm lược
- Yêu cầu kỹ thuật:
- MS Word ,
- MS Powerpoint ,
- MS Excel
Mô tả công việc
Tóm tắt công việc
The CSA (Customer Support Advocate) provides client support by effectively managing severity system issues while maintaining service level requirements. The CSA will provide proactive communication with the customer, to provide the best possible service and act as a liaison within the client’s internal/external departments to find solutions.
- Act as a liaison between Client and Customer on incident issues while maintaining the integrity of our Level of Service
- Triage incident service request by Inbound and Outbound phone calls, email or web portal as a point of contact
- Identify and assign the incident to the appropriate severity level, category, priority, team and engineer
- Manage the lifecycle of the incident to ensure the customers incident is resolved within the client’s requirements
- Be able to identify and incorporate conflict-resolution techniques
- Keep the customer updated with timely and frequent information about progress towards resolving the issue to improve the overall Customer experience
- Interact with cross functional teams (Engineers, Subject Matter Experts, Internal and External Resources
- Perform other related duties as assigned
Yêu cầu công việc
Education and Experience
- University/College degree
- Minimum 4-5 years work-related experience in customer-relationships position or similar
- Basic knowledge in IT, fast learner in IT knowledge or software system
Preferred Skills /Qualifications
- Experience in Customer care, Quality Assurance or IT (Problem solving, analyzing information, multi-tasking) or any related field
- Ability to communicate effectively with key partners
- Strong customer services skills including: negotiation, influencing, conflict handling etc.,
- High-energy, passionate and has strong personal management skills
- Ability to multi-task, set priorities and drive outstanding items to completion
- Strong phone, verbal and written communication skills along with active listening
- Can communicate in English for internal communication and training
- Excellent communications in German/ French/ Russian/ Spanish/ Portuguese/ Japanese/ English/ Chinese
Benefits:
- Full insurance contribution , additional healthcare insurance in labor contract
- Attractive salary and benefit
- Company bus support at late night
- Professional and international working environment
- Summer trip, year-end party, team building activities
Ngôn ngữ
-
English
Nói: Intermediate - Đọc: Intermediate - Viết: Intermediate
Yêu cầu kỹ thuật
- MS Word
- MS Powerpoint
- MS Excel
NĂNG LỰC
- Customer Care
- Problem Solving Skills
- Analytic Skills
- Communication Skills
- Internal Communication
- Management Skills
- Proactive
- Training Skills
- Negotiation Skills
- Multitasking Skills
Thông tin doanh nghiệp
Tek Experts, building global websites, we provide support that allows companies to dream.
Do you want to be part of a great team and be responsible for building global websites that change the way we do business?
Do you want to be a key part of a team that redesigns, re-launches and re-invents our business?
We are an international company that has office in 6 countries and supports customers in more than 20 languages. We employ more than 2,000 people worldwide and are looking to recruit one more key member on staff: you.