Customer Care Agent with French, Italian, German or Spanish
The Customer Care Agent takes responsibility for end-to-end case management, inform and follows up with customers.Job offer informationResponsibilities: - Answer phone, greet and entitle Customers (End Users and Distribution Channel Partners) based on their warranty status, contracts, or T&M support. - Log and document case into CRM systems and direct to the correct service queue (remote support, parts dispatching, FSE dispatching, etc.). - Close case in CRM systems after confirmation of resolution from the customer. - Answer calls from Field Service Engineers and provides required support upon request. - Confirm satisfactory case resolution with the customer before closure. - Capture feedback from customers. - Monitor Care Center mailboxes and respond within defined SLA. - Follow documented process using Service Planning and Scheduling. - Monitor, manage and follow up backorders and supply chain escalations. - Keep customers and FSEs informed via email or phone. Send status updates and tracking info.Other informationRequirements: - High school diploma or equivalent - Proficient in relevant computer applications such as MS Office - Excellent communication skills in English - verbal and written - Excellent communication skills in French, Italian, German or Spanish - verbal and written - Knowledge of customer service principles and practices - Call center or customer service environment experience will be an added value - Good data entry and typing skills - Knowledge of administration and clerical processes - Excellent verbal and written communication skills - Ability to work on several tasks in parallel and prioritize properly - Diligent – good attention to detail - Very good organization skillsInformation about the companySoitron Bulgaria is part of Soitron Group – a Slovak company, established in 1991, with HQs in Bratislava and offices in the UK, Turkey, Romania, Czech Republic, and Bulgaria. The company provides services in the area of IT system integration, IT networking & infrastructure, and IT outsourcing. On a global scale, Soitron has clients such as Cisco, Lenovo, Microsoft, Avaya, IBM, HP, DXC, etc.