Our Appliance Technical Experts (Warranty Agents) enjoy helping customers learn about, isolate and diagnose issues. They have a call center or workflow-oriented background, and world-class customer service skills.The primary focus of this position will be delivered as a technical expert of relevant information and resolution to our Client’s customers via phone, regarding claims and warranties for various appliance items.
Manage incoming calls in the Appliance Department• Assess customer’s needs and guide the customer accordingly• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem by troubleshooting; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution• Follow communication guidelines and policies• Provide white glove treatment to customers• Ensure KPI’s are met • Use critical thinking to help customers• Demonstrates knowledge and use of departmental resources, policies and procedures• Maintains acceptable call lengths, while remaining friendly, informative and helpful• Maintains productivity and quality standards• Ensure no abuse while on the production floor such as holdwrap abuse etc
Required Skills and Abilities
• Excellent Communication Skills• Proficient use of English language, articulate and professional demeanor• Neutral Accent• Excellent Customer Service Skills • Good technical skills• Ability to show empathy• Ability to demonstrate excellent service and rapid issue resolution• Good interpersonal skills • Teamwork, discipline and time management• Stress Management Skills• Ability to be flexible and adaptable• Computer Proficiency (Ability to navigate and operate computer applications, browsing, emailetc.)• Ability to type 30 wpm with at least 80% accuracy• Logical Thinking Skills• Multitasking skills • Knowledge of general and household appliance items is a plus• Good Problem Solving and Troubleshooting Skill
• Minimum 3 CXC passes or equivalent qualification or a combination of experience and related skills and the ability to pass internal assessments.• Previous BPO experience required• Previous Technical Experience/knowledge is desired
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