The Customer Service Representative (CSR) will be responsible for providing support for a wide range of services. As the first point of contact, the CSR will represent the brand by delivering a low-effort experience and driving a complete resolution of the customer’s needs. The CSR will support customers, partners, and employees through a variety of channels, such as phone, email, and chat. Complex and out-of-scope work will be passed quickly to the next level of support.

DUTIES AND RESPONSIBILITIES

• Handling and driving the resolution of the inbound requests coming through different channels (phone, chat, email, and web) and on different platforms.
• Analyzing the problem and providing resolution by investigating potential solutions using troubleshooting skills and all available resources. When needed, handing over the case to different internal teams.
• Training, educating, and guiding the customer on all supported applications as per the customer’s requirements.
• Preparing the needed documentation.
• Collaborating with internal and external stakeholders and organizations.
• Delivering any other tasks assigned by the direct leader or manager.
• Covering either EMEA Shifts (9:00 A.M. - 19:00 P.M) or AMER Shifts (15:00 P.M. - 23:00 P.M.)

QUALIFICATIONS AND REQUIREMENTS

Education

• A university degree will be a plus.

Skills:

• Computer savvy and confident in their ability to make full use of the Internet.
• Strong listening skills to ensure a detailed understanding of the support request and remaining calm in stressful situations.
• Strategic thinking, being decisive, identifying the root cause, and looking beyond the initial symptoms.
• Focused on the outcome, ensuring a satisfactory resolution for the customer.
• Understands customer and business needs and learns quickly and eagerly.
• Is self-assured, self-motivated, and inspires others to succeed.
• They are proactive and open to sharing information, and they are always looking for what is best for the customer.
• Outstanding problem-solving abilities.
• Empathy and related soft skills for establishing customer rapport.

WHAT WE OFFER

• Comprehensive Benefits: Enjoy a robust benefits package including private insurance.
• Job Security: Benefit from an indefinite contract.
• Inclusive Environment: Thrive in a diverse and inclusive work environment.
• Career Growth: Access equal opportunities for career advancement.
• Continuous Learning: Gain access to multiple Cisco courses and training materials + Soft/Hard Skills traing from Estarta Experts.
• Salary per position : English Speakers 1.000/1.100 gross and Italian & French Speakers 1.200 gross.