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DESCRIPTION
Our client is a global leader in customer service and technical support, offering premium solutions across various industries. They are currently seeking motivated, empathetic individuals to join their team in Piraeus, Athens, Greece, to provide exceptional technical support. The role of a Customer Expert involves answering inbound calls and emails on a variety of customer service-related issues. You will also receive technical questions requiring basic troubleshooting. Beyond providing support, as a customer support agent you will focus on retaining customers by engaging in cross-selling and upselling whenever possible.
What Will You Do?
On average, you will handle 25 contacts per day using 7 tools. Initially, you will also work with the more straightforward forms of support. Once you are tenured and demonstrate strong performance, there is the opportunity to be cross-trained for premium service support, including tasks like virus removal, computer optimization, and Ultimate Helpdesk.
- Top Contact Drivers / Scenarios
- Upsell/Cross-sell: Actively promote additional services and products to customers.
- Automatic Subscription Renewals: Retain customers when automatic subscription renewals are due.
- Manual Purchase Assistance: Help customers through the manual purchase process.
- Product Download/Install/Activation: Assist customers in downloading, installing, and activating their purchased products.
- Basic Troubleshooting: Use remote session tools to assist customers with resolving technical issues.
REQUIREMENTS
- Language Skills: Native or fluent in German, with communicative proficiency in English for training and CRM.
- Problem-Solving: Strong technical and troubleshooting abilities.
- Communication: Excellent communication skills, both oral and written, with an emphasis on customer service.
- Multitasking: Ability to handle multiple customer requests and tasks simultaneously.
- Flexibility: Comfortable working in shifts.
- Basic Software Skills: Familiarity with basic software applications.