Customer Service Representative
2016-05-03
Customer Service Representative is reporting to Team Leader (functional) and People Manager (Management). Customer Service Representative is available to receive a customer call, handles emails, ensures consistent productivity and quality of service, maintains customer satisfaction and ensures that all tickets are logged and assigned accordingly.
The CSR is responsible mainly to:
•be available to receive any new calls at the start of the shift
•meet SLAs and individual KPIs, maintain customer satisfaction
•handle any Severity 1 and 2´s appropriately
•handle any front-line technical queries and fix or log them appropriately reflecting content of the call
•handle and assist OSS (second level) with problem determination
•escalate queries when required to appropriate personnel
•minimize outbound call duration and quantity
•monitor ticket queues
•apply and to end ticket and call handling expectations of account
•escalate any issues as soon as they arise to the appropriate contact
•identify knowledge management gaps and drive closure
We have just opened following language combinations:
•English + French
•English + German
•English + Dutch
•English + Hungarian + Romanian
•English + Polish
•English + Hungarian
•English + Spanish
•English + Croatian + Czech
•English + Italian
•English + Portuguese
•English
Location: Brno
In case you want to apply on this position please do not hesitate to send us your CV: adela_kukelkova@drill.cz
