| Date de publication | Type de poste | Lieu de travail | Expérience | Étude | Disponibilité | Langues |
| 31 janvier 2020 | Intérim | Tunis, Tunisie | Entre 1 et 2 ans | Bac + 3 | Plein temps | Français , Anglais |
Description de l’annonce:
Crit recrute pour le compte de son client un SERVICE CENTER SPECIALIST:
Description: Participates in the daily operations of the call center
Essential Responsibilities: This Service Center Specialist serves as the primary contact between the customer and the Service Support. Call Center specialists are the face to our highly valued customers. Specific resposibilities include:
- Perform in a call center activities environment
- Attend customer service calls requirements, identify and provide information necessities, Support customers to meet their requests.
- Deliver in a timely manner feedback and follow up to Customers about service cases
- Identify opportunities to improve productivity in Service Team
- Work closely with Service Coordinator to achieve the best performance in all services provided
- Generate annual Preventive Maintenance Agendas for Field Team reducing costs and guaranteeing compliance
- Create service metrics reports and productivity analysis
- Support customer needs to improve response time and connect with administrative areas assuring customer service expectative achievement
- Plan the field activities (Corrective, preventive and installation tasks)
Quality Specific Goals:
- Aware of and comply with the Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position.
- Complete all planned Quality & Compliance training within the defined deadlines.
- Identify and report any and all customer quality or compliance concerns immediately to the Quality Organization.
- Identify and report any personal quality or compliance concerns immediately to the Quality Organization. Insure timely dispatch closure.
- Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe. Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.
Qualifications/Requirements
- Bachelor’s Degree or Associate Degree and a minimum of 3 years in Customer Care Positions
- Knowledge of the medical field, standards and constraints
- Strong English and French written and verbal communication skills, able to effectively communicate with a diverse workforce, ability to communicate effectively over phone and mail
- Data Analysis Capabilities
- Strong Microsoft Excel knowledge
- Demonstrated problem solving capability in tense situations, effective verbal/phone communication skills when under pressure