Job Title:

Backoffice

Job Description

The Advisor II, Email Support position interfaces with customers via inbound emails, outbound emails/calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of non-routine problems regarding client's product or services.Essential Functions/Core Responsibilities Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)Clarify customer requirements; probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinkingListen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customerGreet customers in a courteous, friendly, and professional manner using agreed upon proceduresMaintain broad knowledge of client products and/or servicesPrepare complete and accurate work including appropriately notating accounts as requiredParticipate in activities designed to improve customer satisfaction and business performanceOffer additional products and/or servicesTrack, document and retrieve information in call tracking database

  

Candidate Profile High school diploma with six plus months of customer service experience preferredCourteous with strong customer service orientationStrong computer navigation skills and PC KnowledgeAbility to effectively communicate, both written and verballyAbility to learn including strong problem solving skillsDependable with proficient attention to detailSkilled in multi-tasking; including the ability to be flexible and adapt to changes quicklyTolerance for repetitive work in a fast-paced, high production work environmentAbility to work as a team member, as well as independentlyDemonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and mannerAble to rotate shifts, as neededBased on location and/or program, additional experience/skills may be required*Job requirements may vary by country and will not contravene any local laws

   

Required Profile:
C1-level employees with strong written communication skills. A written German language test will be conducted.Working Hours:
Monday to Saturday / 08:00–20:00KPIs & Targets:
Initially, no specific targets will be set. The focus will be on learning how to handle the Backoffice skill properly.Sales Component:
The Backoffice skill – i.e., the categories we will be handling – includes little to no sales activities. Therefore, sales-related tasks will remain part of the Voice skill only for the time being.Backoffice Categories:
The categories/departments we will be supporting lean more toward technical support and will gradually expand over time. Further details will be provided later.Backoffice Implementation:
The plan is to implement the Backoffice skill on a permanent basis rather than for a limited time.Training Duration:
2 weeks

Disclaimer  

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location:

BIH Sarajevo - Bulevar Meše Selimovića 17a

Language Requirements:

Time Type:

Full time

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