Senior Customer Care Associate – Spanish, German or French – (105879)

Expected Outputs:

  • Own end-to-end resolution of customer issues and questions to ensure customer satisfaction
  • You aren’t afraid to dig into a complicated issue or go the extra mile to resolve a customer issue.
  • Develop relationships with customers over time through multiple engagements
  • Address customer questions in a timely manner while maintaining a level of quality in communication that meets or exceeds written expectations
  • Submit high-quality questions or suggestions to the Team Lead, the Supervisor or the Client in-order-to influence and drive program improvements
  • Review quality feedback with supervisor
  • Follow proper diagnosing and escalation procedures

 

  • Exceptional empathy and customer care expertise
  • A passion for helping others and strong track record demonstrating empathy for customers
  • Excellent customer service skills, with good grasp of understanding customers’ needs by asking appropriate probing questions
  • Experience in managing High touch and premium support profiles, with ability to turn irate customers into brand advocates
  • Consumer sales and post sales support experience required
  • Openness to work flexible hours as required, including night shifts and holidays
  • Demonstrates passion for mobile technology and active reader of technology websites.

Technical expertise:

  • Owner and active user of a device on Android OS
  • Experience with technical support of hardware or applications
  • Experience with web computing
  • Experience with other current consumer web-enabled technologies
  • Heavy user of mobile applications

Communication Skills:

  • Ability to manage multiple tasks and priorities including good time management skills
  • Proven success in complex work environments while utilizing multiple tools across different channels
  • Ability to troubleshoot and resolve technical problems individually and in a team environment, while proactively looking for solutions to problems and proposing improvements
  • You do this with grit, initiative, and ownership to see things through completion
  • Excellent verbal, written, grammar and interpersonal communication skills in supporting language & English
  • Applicable language: Impeccable grammar, strong attention to detail, and the ability to communicate in a brand's voice are all required. Your communication is clear and simple, with a proper dose of empathy.
  • Patient, exceptional listener who enjoys problem solving and educating others
  • Ability to display those communication skills through multiple channels of support (phone, email, chat)
  • Fast typing ability in chat
  • 37.5 Hours per week
  • Monday to Friday 08:00 to 16:00
  • £18,500 per annum plus £1500 annual KPI bonus opportunity
  • Successful applicants must be entitled to work in the UK in order to commence employment

Wed, 27 Feb 2019 17:07:52 +0100

United Kingdom England – South West

Conduent

Permanent
Agent
Language/ English, French, German

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