Customer Support Agent

İşin təsviri

Customer Support Agent

Avirtel is looking for Night/ Weekend Shift Customer Support Agent who will work every other day.
The CSA is expected to handle all after-hour and weekend customer enquiries and resolve complaints and problems from customers, escalate problems as needed, plan and implement a solution to solve customer problems and concerns, and take necessary actions with the purpose of customer satisfaction. 

Main responsibilities:
 
 Responds to requests and calls from customers related to solutions and services
 Identifies and responds to customer’s needs based on designated procedures
 Makes attempts to resolve issues and deescalate issues of irate or dissatisfied clients
 Escalates calls to supervisor when necessary and appropriate
 Tracks call related information of each call received for auditing and reporting purposes
 Provides feedback reports on call related to downtime issues
 Maintains and updates customer information as necessary
 May perform other client specific duties as necessary and required by company.
 Initiate or resolve customer complaints and assist customers with technical issues after regular business hours.  When necessary, contact technical team on-call for assistance or follow-up. 
 Contact unsatisfied customers and document feedback as needed.
 Assist to collect feedback and documentation of problems for research, loyalty programs, as wells as historical purposes.
 Process replies to e-mail inquiries, as well as response customer enquiries through digital media channels, including websites, social media links, etc.
 Adhere to Avirtel’s formal attendance expectations and overall company policies and procedures.
 Attend all mandated training sessions, including ongoing training and development plans.

General Requirements:
 
 Phone and/or digital related customer service experience
 Fluent written, verbal and digital communication skills in Azerbaijani, and Russian, intermediate level of English.
 Solid computer skills including Internet knowledge, troubleshooting (such as basic searching and queries), IM, and email
 Strong listening/comprehension skills
 Ability to stay composed and objective
 Patience/empathetic

E-mail:[email protected]

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