Call center agent

Job Description

1. Assist external users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems
2. • Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
3. • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
4. • Participate in activities designed to improve customer satisfaction, team camaraderie, and business performance.
5. • Participate in activities designed to improve customer satisfaction, team camaraderie, and business performance.
6. • Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products
7. • Follow appropriate escalation paths to resolve technical issues; including making follow up outbound calls to customers or other parties as needed
8. • Solve problems that are generally unstructured and require extensive use of conceptual thinking skills
9. • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures

• Excellent written and verbal communication skills in Portuguese and English language
• Experience working in an international and cross-cultural environment
• Courteous with strong customer service orientation.
• Must be fluent in Portuguese and English speaking, reading, writing, and listening
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly.
• Demonstrate patience in all customer contact situations, including maintaining a pleasant and professional tone and manner
• Strong analytical, organizational and problem-solving skills
• Experience in software programs such as Microsoft Word, Excel, Microsoft Outlook and Internet
• Clarity of verbal communication (pace and tone)
• Excellent written communication (grammar)

Work location

QUEZON CITY, NCR, SECOND DISTRICT

Remarks

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