Customer Service Representative with English

Ideal candidate:

• Good fluency in English(written&spoken);
• Passionate about technology and gadgets;
• Strong customer skills;
• Motivated to learn and hardworking;
• Available to work in 9h shifts, between 09:00 and 21:00, Monday to Sunday.

Main duties:

• Receive incidents and requests from customer end user via telephone, email, self-service & chat;
• Process the ticket with either a first-time resolution or a re-allocation to the appropriate individual/team;
• Be the primary person managing the lifecycle of the ticket through to conclusion;
• Ensure that the speed & flexibility of response meets the business needs and respects the contractual service levels;
• Escalation of critical and high priority tickets to line and senior management;
• To act as the primary interface with the user community actively promoting Service Excellence at all times;
• To ensure that all IT Support related problems and requests are recorded in the call logging system and regularly updated;
• Liaise between departments/teams and to act on behalf of the User.