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Customer Care Agents
The Customer Care Agent (CCA) works in a high volume, short
duration call center environment serving as the primary interface
to internal and external customers. They engage with the Call
Management team for customer's inquiries or request for escalation
if required.
Key areas of responsibility:
Work directly with customers in their local language,
answering calls, determining customer entitlement, and documenting
requests for service
· receive and document service request and customer
information
· ensure customer entitlement
· gather problem information and determine criticality
· Follow Global Call Taking process and procedures
as documented and posted in GP&S
· Follow Global codes
· initiate dispatch request
· escalate previously created service requests, if
necessary
Capture information and record data in desktop tools
Contribute as a team member
· participate in team meetings and activities
· participate in objective setting, performance management,
reward and recognition programs
· participate in special projects to continuously improve
processes, tools, systems and organization
· be aware of Corporate Equal Opportunity/Affirmative
Action programs and guidelines and is responsible for providing
equal opportunity to all associates in all phases of the business
Actively develop job-related skills
· actively develop job related skills
· participate in planning and implementing personal
and career development activities
Scope:
- The work environment involves rotation in work hours, weekend
or holiday hours, and/or may require extended hours, as needed,
to accommodate customer needs. The CCA will be measured on
speed of response, clarity and accuracy of captured information.
Work Environment:
· The position involves prolonged periods of PC and
telephone usage.
· The CCA is accountable for continuously receiving
and handling high volumes of customer calls.
· The CCA works in a team environment and interacts
with both internal and external customers.
Education, Skills and Experience Requirements:
· PC literacy
· Keyboard proficiency
· Understanding of Windows-based applications/tools
· Language/communication skills
· Customer/geography knowledge
Call Management (CM)
The CM agent works in a high volume call centre environment.
The agent will receive calls from a variety of customers,
but will act as single administrative point of contact. Primary
interface is with customer Help Desks, in country dispatch
and Customer Care Agents within the local call centre. The
work environment requires rotation in work hours, or holiday
hours and/or extended work hours.
CM agents also work closely with the Global Account Service
Managers (GASMS) to ensure that pending processes are maintained
in countries and also promote development of applicable procedures
for new accounts. The team also provides GASMs with daily
reports on specific accounts in addition to participation
in problem solving conference calls.
Furthermore, the CM team is the crucial link in highlighting
possible flaws in procedures and in acting as a liaison during
the creation of more efficient processes for all concerned.
CM agents work with Field Support Centres, Field Engineers
and management in countries to make sure processes are followed.
They emphasize to the various countries, the urgency and importance
of International accounts.
You will be responsible for the call logging and monitoring
of calls for various packages of call receipt e.g. fax, e-mails
and telephone calls.
You will need to ensure that contracted Response & Fix
Times are met in line with the Service Level Agreements including
the escalation of calls if the SLA is in jeopardy.
Previous experience in a service management environment including
SLA management and coordination would be a distinct advantage.
You should have 1-2 years previous customer service experience
and be PC literate - Knowledge of Microsoft and Windows is
required. Basic experience of a technical environment would
be an asset e.g. computers, servers and network knowledge.
Fluency in a European language would also be advantageous
including French, Spanish & Italian.
The work environment requires 7 x 24 rotation in work hours,
or holiday hours and/or extended work hours as required. You
must be an effective listener with good negotiating skills
and be able to maintain an appropriate level of patience to
ensure complete customer satisfaction.
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