Technical Support Agent
hace 1 semana
Overview:
The expert must be able to comprehend and analyze the reason why the customer is calling and the appropriate procedure to resolve it. During the process, the agent must provide a specific resolution to each customer and assure an excellent call handling to meet customer expectations. In addition to politeness, empathy, soft skills, fluency with American English are important requirements.
**Responsibilities**:
- Delivers an excellent customer service by asking questions, actively listening, building rapport, demonstrating respect, being informative, and understanding their needs, requests or problems.
- Answers inbound customer calls concerning one or more of the following issues: troubleshooting issues related to internet / phone / TV.
- Determines the root cause of customer problems and uses available tools, customer information, to identify the action required and resolve issue.
- Provides total customer service by asking probing questions and listening to customers in order to identify and offer sales and up-sell opportunities that will drive additional revenue for the company.
Qualifications:
**Technical Skills**
- High school graduate (Must present diploma or certificate)
- English Level: Advanced (C1 or above, mandatory)
**Work Experience**:
- 6 months in customer service or call center.
**Competencies and Specific Skills**
- Communication skills
- Customer orientation (Empathy)
- Problem resolution
- Attention to detail
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