Contact Center Agent

JOB PURPOSE Provides timely responses to customer inquiries by telephone, email and/or by chat in an outbound service center consistent with service and quality standards. Troubleshoots and resolves customer complaints.WORK -SITE: SiracusaKEY RESPONSIBILITIES Professional telephone and written customer support for hardware and software problems Provide customers with product and service information Notification of repair status Enter the corresponding data in the customer database, update existing customer information Ensures accurate and timely reports management (document all call information) Research required information using available resources Identify and escalate priority issues Root calls to appropriate resources Able to quickly build relationships, understand underlying issues and respond appropriately Able to diffuse conflict and manage tense situations professionally and calmly Able to operate effectively in a fast paced and emotionally charged environmentINTERFACE (CUSTOMERS AND SUPPLIERS) Internal:Contact Center Supervisor and Agents. Close cooperation with all the colleagues of Service organization External:Final CustomersSKILLS & COMPETENCIES Good communication skills and technical understanding Customer Orientation Analysis and quality Teamwork Enjoying telephoning Flexible Dynamic and positive attitude Basic Microsoft Office skillsLANGUAGES Italian and French: fluent, spoken and written Plus: other languages