Strona główna

Purpose of Role:

• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Contribute to team effort by accomplishing related results as needed
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Handle complaints provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Follow communication procedures, guidelines and policies
• Go the extra mile to engage customers
• Resolve customer complaints via chat
• High energy resource with ability to own and assist customer requests/ issues/ needs; and ensure adherence to defined procedures to complete phone/ email/ chat transactions
• Able to probe and gather customer requirements effectively
• Understand Service Level Agreements and support achievement of set targets
• Provides support in documenting business processes and other continuous improvement projects

Our requirements

• Multilingual resource with good understanding & writing skills in Romanian AND English (C1 level or Native)
• Basic understanding of Banking
• Excellent writing skills, customer orientation and ability to adapt/respond to different types of customer queries, Probing (Issue Identification)
• Ability to multitask, prioritize and manage time effectively
• High school diploma or equivalent; college degree preferred
• Flexible to work on Saturday & in rotational shifts - Any 8 hours shift b/w 8:00 am – 8:00 pm.
• Customer Service Skills
• Written and Verbal Communications
• Issue Resolution and Escalation Management
• Problem Solving
• Self-Management & Decision-Making
• Multi-Tasking / Time Management
• Applies detailed knowledge and skills to complex (or new) work situations in multiple settings
• Can assist other team members with questions and problems related to this skill
• Proactive with a strong ethic and eagerness to ‘go the extra mile’
• Adaptable to learn new processes, concepts and skills
• Ability to work in a fast-paced deadline driven environment

Benefit package:

• Life insurance
• Private medical care
• MultiSport Card
• Subsidy for glasses
• Subsidy to language courses
• Christmas and holiday bonuses
• Clear career path in a growing multinational organization