Customer Service Support Specialist – Targu Mures

Europe

July 27, 2022

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Job Title: Customer Service Support Specialist – Targu Mures

Reporting to: Global CS Manager BI Transformation

Department: Customer Service

Location (primary): Romania, Targu Mures

 

Job Purpose

To effectively manage clients’ and partners’ (internal and external) enquiries, ensure to keep all the time customer satisfaction at the core of every decision and behavior.
Interact with internal and external clients via phone or email to provide support and resolution on assigned tasks.
A large part of this role will be to manage the tasks coming from:

  • The Rezchain product within WebBeds
  • Revenue generation items to optimise the profits generated for WebBeds from within the Customer Services division
  • Helpdesk tasks related to the Customer Service tools

 

Key Responsibilities

  • 1st line support for internal and external clients related to Customer Service tools: customer portal (CSC), ticketing system, telephony system, and any additional support tools.
  • 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 problems. Identify root causes by asking the appropriate questions and apply intervention to address them.
  • Undertake other tasks and projects as and when required by line manager in line with the main responsibilities.

 

Additional Responsibilities as a Senior (when applicable):

  • Coaching and training of team members.
  • Offer support to team members and peer.
  • Support line managers when it comes to scheduling, staff monitoring, reporting.
  • Support team and line manager when it comes to case escalations.
  • Any additional task requested by line manager when it comes to team management.

 

Essential Qualifications and Knowledge

  • Good knowledge of Microsoft office tools (Excel, Outlook, SharePoint, PPT)
  • Experience working in a customer facing role
  • Strong communication, interpersonal and client relationship management skills
  • Fluency in spoken and written in English
  • Computer literate. Basic knowledge of computer usage: Windows applications, email and internet. Learn the company internal software use

 

Essential Experience, Skills and Behavioural Requirements

  • Creative and innovative outlook
  • Acute attention to detail
  • Highly organised
  • Analytical and creative problem-solving skills
  • Strong communicator
  • Good verbal and written skills
  • Good commercial understanding
  • Good negotiating skills
  • Team working skills.
  • A “can do” approach.
  • Ability to organize and plan effectively and to prioritize tasks in order to manage multiple activities and meet deadlines.
  • Ability to work under pressure and to tight deadlines.
  • Willingness and ability to take ownership for decisions.
  • Initiative to achieve the best result.

 

Desirable Qualifications and Knowledge

  • Travel industry experience
  • Customer Service experience
  • Fluency in spoken and written in any language other than English
  • Experience with ticketing and telephony tools
  • Helpdesk experience

 

Download:  Job Description – Customer Service Support Specialist – Targu Mures

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