SYKES

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Product Specialist

Product Specialist

Job ID 
2017-59204
City 
Cluj-Napoca
Country 
RO
Posted Date 
11/20/2017
Category 
Operations

More information about this job

Overview

 

Responsibilities

 

-Dealing with Technical Escalations from designated Agents and ensuring they are investigated and researched to completion for the customer

- Updating and administrating Knowledge Base information, including any knowledge information sources.

- Collating and administrating Frequently Asked Questions.

- Conducting CRM System analysis and providing report and recommendations.

- Taking customers calls when needed (aprox 25% from work time/day).

 - Manage escalation and research workload in order to meet client agreed turnaround times

 - Ensure timely Weekly and Monthly Reporting to all key account stakeholders (LOB Specific)

 - Provide Top Ten contact drivers and FAQ information monthly

 - Provide Timely update to knowledge base(s)

 - Work with key stakeholders to increase First Call resolution rates across the account.

 - Work with key stakeholders to insure that the quality of service and KPIs are met.

- Provide Coaching and Training to the agents based on their FCR weekly results.

- Deliver Trainings for his team (Procedures, New products, Tools).

 

EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED

 

- Excellent communications skills

- English - advanced level (both written and spoken)

- PC Literate

- Must demonstrate strong troubleshooting capabilities.

- Must be able to work under pressure and have a flexible approach.

- Good time management and very organized person.