Kazakstan speaking Customer Care Advisor - BELFAST
About the position
Our client is a leading business services company. They focus on customer engagement and improving business outcomes for over 450 global clients across multiple continents. Their 100,000+ staff deliver technology-infused, omni-channel customer experience management, marketing optimization, digital, consulting, analytics and back office solutions in 40+ languages from 125+ delivery centers. They serve automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; and energy and public sector clients.
This project is the initial contact for consumer conversations feedback, issue resolution, records case information and data across multiple channels. This involves troubleshooting, researching solutions, and providing resolutions to Level 1 consumer problems. The Agent ensures proper consumer handling and escalation procedures while performing assigned functions according to process and standardized policies and procedures. The Agent is accountable for customer satisfaction by achieving certain prescribed, measurable performance goals daily. The agent will work an assigned shift, which may have varying start times
Answers and responds to inbound calls, returns call from emails, website queries using documented procedures, available tools and supplied script(s) to assess consumers support needs and handle/route accordingly to the satisfaction of the consumer
Verifies all contact information
Creates cases within supplied Customer Relationship Management (CRM) system
Documents problem definition
Documents and logs all contacts and actions into CRM as specified in guidelines
Includes all appropriate case data (soft and hard copies) i.e. CRM survey responses based on reason codes, email, photos, CSAT surveys emailed to consumer post resolution, etc.
Provides help and clear direction to consumers on follow-up actions to be taken for resolution
Escalates to internal and external persons in accordance with process direction i.e. to Escalation owner on team, Fulfilment and client when appropriate
Provides customers with follow-up action to be taken and documents in CRM
Remains knowledgeable of performance requirements, brands/product and process documentation
Maintains awareness of and compliance with all personnel policies
Achieves specified performance goals and knowledge of all tools used in the process
Additional responsibilities as required i.e. reporting, reporting unresolved issues, handling of hang-ups, etc.
Fluency in written and spoken in your native language and Kazakstan
Exceptional Customer service skills required
Experience in consumer relations and food/beverage support (a plus)
Proficient working in a client technology provided environment with multiple applications and navigation between applications to research information
Intermediate knowledge of PC and software applications including Microsoft Excel, Word and Outlook
Customer service orientation/skills and Call Centre experience Preferred
Excellent oral and written communication skills/Professional Phone Manner
Ability to communicate actions being taken for resolution based on process direction
Aptitude to listen to caller’s description of problem; interpret, summarize and document
Strong interpersonal skills, ability to establish and maintain effective working relationships
Ability to handle stressful situations and bond professionally with frustrated customers
Ability to type 35+ WPM
Strong knowledge of Microsoft Office applications (essential)
Knowledge of Salesforce.com/ACT and RM (desirable)
Previous B2B experience
Hours of work:
40 hours per week - 8am to 5pm – Monday to Friday
Bright, modern, exciting place to work with excellent staff facilities.
City centre location.
Onsite gym and canteen.
Employee discounts scheme.
Excellent relocation package.
Annual Reward & Recognition Ceremony.
Belfast itself is a vibrant, multi-cultural and exciting place to live. As the capital of Northern Ireland, it is home to around 580,000 inhabitants in the metropolitan area and boasts a wide variety of exciting attractions, including Titanic Belfast, Game of Thrones tours, scenic and coastal walking and cycling routes, a vibrant night life with regular music, art, and social events, and much more! Finding accommodation is simple with the support of our relocation team. Accommodation, transport and the general cost of living are all very reasonable in Belfast.