Alorica

KEY JOB RESPONSIBLITIES:

●      Handle incoming contacts over email, phone, on live chat
●      Provide a fast, complete and friendly answer aligned
●      Send out follow up emails for the customer when needed
●      Ensure the scripting of the call is added to his ticket
●      Escalate customer’s tickets to the correct internal teams, when needed
●      Be able to follow guidelines on escalation and have critical thinking to make sure the cases are escalated and handled correctly, to avoid any unnecessary waiting times for the customer.
●      Daily check on the relevant updates regarding our product and procedures.
●      Excellent communication with local Team Lead to ensure constant feedback loop

· Fluent command of English (both verbal and written)
· Previous experience on similar role is an advantage
· Previous experience in customer support is an advantage