Description
Italian Language Customer Service Advocate (Non-voice / REMOTE BASED)
This position is a fully remote based, rolling contract (initially up to 12 months but likely extended for longer) working 37.5 hours a week, made up of two shift patterns (8am-4pm and 12pm-8pm)
£11.50 P/H
CUSTOMER CARE & METHODS
- Active listening to customers to service their needs, through a thorough discovery of the customer requirements
- Empathy with customer & colleagues
- Ability to carry out a diagnosis and answer customer issues
- Proposing solutions to meet customer needs while respecting company processes
- Highlighting and promoting the solution, whilst being sure that the customer understands and has agreed the solution
- Ensuring personalised care on each occasion
- Developing customer loyalty, and promoting brand image
- Being organised, professional always
MANAGING CUSTOMERS
- Reassuring customers and adapting communication per the correspondent’s profile
- Defending proposals to the customer using positive and professional language, drawing on product and company knowledge
- Simultaneously managing the tools and keeping control of the customer’s conversation
- Escalating if necessary to a competent counterpart for resolution
- Gathering and summarising information to complete the customer file and qualify call