SYKES

Returning Candidate?

Product Specialist

Product Specialist

Job ID 
2017-61515
City 
Cluj-Napoca
Country 
RO
Posted Date 
12/21/2017
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 administering Knowledge Base information, including any knowledge information sources

 - Collating and administering Frequently Asked Questions, Technical Tips and Top 10 call drivers

 - 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.

 - Monitor badly FCR scored transactions and create Action plans and Caoching/training sessions with the agents in order to improve their performance. 

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

 - Organize and Hold Procedures training for the New Hires

 - Organize and Hold New Products/ Procedures changes/ Tools trainings whenever the business requires and update the training trackers accordingly.

 

EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED

 

 - Excellent communications skills - French at advanced level and English at Medium level.

 - Previous experience of working in one of the Huawei technical support teams is preferred

 - PC Literate

 - Strong technical knowledge regarding Android operating system is preferred.

 - Must demonstrate strong troubleshooting capabilities.

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

 - Previous training/coaching experience is a plus.