To provide information to customers regarding their queries and troubleshoot the issues as per defined SLAs, able to work independently and efficiently to meet SLA, Able to comprehend the request of the customer and meet the quality standard.
Manage CCC, Dispatch & Install Base management activities:
CCC- Interacting with customers on phone, email or chat to capture customer issue, raise ticket on CRM application and assign to relevant teams.
Dispatch – Monitor open notifications/tickets and act accordingly, such as booking an engineer and ordering spare parts.
Install Base management – Managing accuracy of system reports by identifying and correcting wrong/missing information in SAP. Interacting with stakeholders to identify missing information.
Improving skill level through Self-development or nominating training programs Skill Reverification Tests
Meeting Quality Scores, SLAs and bringing Innovation and Process Improvement
The individual should be able to work effectively in a team whilst enthusing others to do the same for achievement of common goals of the team
To consistently meet or exceed all agreed Productivity parameters as defined for the process
requirements-expected :
Good fluency in Italian & English language, both written and spoken.
Minimum of 1 years’ experience in Customer Service or Technical as Voice Support.
Experience handling complaints; driven to deliver an excellent customer experience through resolutions and adherence to response times.
Experience working and managing communications, with multiple cross-functional teams/stakeholders.
Having experience on SAP or similar CRM application.
