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 RESPONSIBILITIESProfessional telephone and written customer support for hardware and software problemsProvide customers with product and service informationNotification of repair statusEnter the corresponding data in the customer database, update existing customer informationEnsures accurate and timely reports management (document all call information)Research required information using available resourcesIdentify and escalate priority issuesRoot calls to appropriate resourcesAble to quickly build relationships, understand underlying issues and respond appropriatelyAble to diffuse conflict and manage tense situations professionally and calmlyAble 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 organizationExternal: Final CustomersSKILLS & COMPETENCIESGood communication skills and technical understandingCustomer OrientationAnalysis and qualityTeamworkEnjoying telephoningFlexibleDynamic and positive attitudeBasic Microsoft Office skillsLANGUAGESItalian and French: fluent, spoken and writtenPlus: other languagesAcer Group is an official sponsor of "Talent Without Borders" program with SOS Children's Villages International