JOB PURPOSE

Provides timely responses to customer inquiries by telephone, email and/or by chat in an outbound service center consistent with service and quality standards. Troubleshoots and resolves customer complaints.

Supervision, Co-ordination, Advice, Influence

Received from: Call Center Team Leader / Call Center Supervisor

Exercised with: Other call center agent as a team

KEY RESPONSIBILITIES

- Professional telephone and written customer support for hardware and software problems as well as questions about the application of Microsoft operating systems
- Provide customers with product and service information.
- Notification of repair status
- Enter the corresponding data in the customer database, update existing customer information.
- Ensures accurate and timely reports management (document all call information)
- Research required information using available resources.
- Identify and escalate priority issues.
- Is able to quickly build relationships, understand underlying issues and respond appropriately.
- Is able to diffuse conflict and manage tense situations professionally and calmly.




- Able to operate effectively in a fast paced and emotionally charged environment.
- Is knowledgeable around Ecovacs’ whole portfolio.

PERFORMANCE STANDARDS

- First Time fix
- Productivity
- Customer satisfaction

INTERFACE (CUSTOMERS AND SUPPLIERS)

Internal: Close cooperation with all departments - especially service and operation without authority

External: Final Customers

PERSON’S REQUIREMENTS FOR THE JOB

Education

- Electronics/computer technician

Experience

- Good technical understanding
- Sound knowledge in the field of hardware
- Very good understanding of the Microsoft operating systems

Skills & Competencies

- Customer Orientation
- Analysis
- Quality
- Communication
- Team Work
- Enjoying telephoning
- Flexible
- Dynamic and positive attitude

Languages

- French: fluent, spoken and written
- Italian: fluent, spoken and written
- English: good level, spoken and written

Acer Group is an official sponsor of "Talent Without Borders" program with SOS Children's Villages Switzerland

📌 Call Center Agent (Siracusa)
🏢 enfinitec
📍 Siracusa