Technical Call Center Specialist Subs

Technogym S.p.A.•Jersey City, NJ

About The Position

We are looking for an energetic, results-driven Technical Call Center Specialist who will be responsible for recording, administering and managing incoming customer issues, queries and complaints, striving for customer satisfaction at all times through professional expertise. In this role, you will play a key part in providing a high-class level of service in terms of 'First Time Fix Rate' and 'Time to Service'.

Requirements

1-3 years’ experience in a call center environment or in a customer service support role
High School Diploma or Bachelor’s Degree
Strong phone and verbal communication skills along with active listening skills
Knowledge of customer service practices and principles
Familiarity with CRM systems
Ability to multi-task, set priorities and manage time effectively

Nice To Haves

Passionate about working out
Enthusiastic and proactive
Down-to-earth and ethical
Customer-focused
Able to adapt to different personality types

Responsibilities

Guarantee timely, complete resolution of problems reported by clients via telephone or email support, by delivering parts and/or scheduling on-site visits by Technical Engineers
Handle support requests originating from clients and transfer the necessary parts order to the back office
Guarantee customer satisfaction through professional technical assistance standards in terms of costs, service quality and speed
Guarantee product data collection from the market
Manage the collection of feedback data related to products
Proactively support CATs in order to keep support costs down
Effectively record and manage incoming cases (technical issues and queries) and customer complaints
Act as the first-line for troubleshooting and timely escalation to meet customer SLA’s
Interact with service teams to ensure timely resolution of issues in line with Customer SLA’s
Maintain data accuracy within the working systems at all times