Customer Service Agent – Tg.Mures, Cluj Napoca, Romania

The Customer Service Agent plays a major role in effectively managing clients and partners (internal and external) enquiries, complaints, and issues, ensure to keep all the time customer satisfaction at the core of every decision and behavior.

Interact with customers by phone and email to provide and process information in response to their requests and concerns about our products and services.

Job Title :   Customer Service Agent

Department :   Operations

Location (primary) :   Tg.Mures, Cluj Napoca, Romania

Key Responsibilities

• Control a call through effective communication technique – call management.
• Build customer relationship by listen actively, question appropriately and by providing update and feedback.
• Adapt to and handle changing situations and environments.
• Resolve conflicting situations by effectively using the interpersonal skills.
• Resolve problems by clarifying issues, researching, and exploring answers and alternative solutions, implementing solutions, escalating unresolved problems.
• Maintain calm and the appropriate mental state in case situations and emotions escalate to a higher level – manage stress.
• Multitasking. Manage multiple priorities and assignments (tasks) simultaneously (eg. Receiving client information over the phone while inputting or searching data on the system).
• Effectively use the available time and resources to address and finalize the tasks and customer / partner request, issues and enquiries – time management.
• Acknowledge all enquires and requests received within specified service standard requirements.
• Negotiate effectively.
• Organize information and data. Ability to assemble and maintain data in a logical file system that can be accessed by you or others at any given time.
• Input data into systems and documentation.
• Keep clear evidence of losses occurred due to internal reasons and report to management.
• Offer support and guidance to coworkers.
• Be able to work effectively with others and contribute to team task accomplishments.
• Ability to solve Identify root causes by asking the appropriate questions and apply intervention to address them.
• Undertake other tasks and projects as and when required.
• Supervise and manage the task distribution as and when required.

Level of Financial Responsibility

Key Measures

Essential Qualifications and Knowledge

Essential Experience, Skills and Behavioural Requirements