Telephone Customer Support

Description

The position involves proactive incident management for the company's customers. The hired person will be responsible for providing telephone assistance, routing incoming calls, and ensuring that customers are directed to the appropriate department or agent to resolve their inquiries. This entails continuous and professional interaction, where active listening, understanding customer needs, and offering solutions aligned with established customer service policies are essential. Communication must be clear, empathetic, and efficient to ensure a positive experience and maintain high satisfaction levels. A solution-oriented and service-focused attitude is required, aiming to transform potential adverse situations into opportunities to strengthen customer relationships. Additionally, a collaborative work environment is encouraged, where knowledge sharing and cooperation are essential for team success. Incident management not only involves immediate problem resolution but also follow-up to ensure implemented solutions remain effective in the long term. The person in this role will act as a crucial link between customers and the organization, directly contributing to the public perception of the brand. It is expected that they handle various online tools and technological platforms to optimize support processes and maintain accurate records of interactions. Adaptability and the ability to work under pressure are valued qualities, given the dynamic pace of the customer support environment. Working hours include availability for rotating morning and afternoon shifts. The work schedule covers Monday through Sunday, with two rotating days off per week. Terms and conditions comply with the applicable sectoral collective agreement, including legally mandated benefits. The work environment promotes professional development and ongoing training in customer service techniques. At least one year of prior customer service experience is required, preferably in telephone-based settings. Practical knowledge of ERP and CRM systems, as well as proficiency with online tools for incident management, is essential. Effective communication skills, empathy, willingness to learn, and teamwork capability are highly valued. The minimum educational requirement is a Higher Vocational Training Cycle or equivalent.