Contact Center – Customer Support
Posted 3 days ago by W3Global
Negotiable
Undetermined
Undetermined
London, England, United Kingdom
Summary: The Customer Support Representative for Mobile is responsible for providing operational support through inbound calls and web interactions, ensuring high-quality customer service in Swedish. This role requires strong problem-solving skills and the ability to multitask effectively while maintaining customer satisfaction. The representative will handle service orders, troubleshoot mobile issues, and collaborate with team members to meet service level agreements. A commitment to reliable attendance and professional communication is essential for success in this position.
Key Responsibilities:
- Provide day-to-day operational customer service via inbound calls and web support.
- Process service orders, answer questions, and troubleshoot basic mobile phone issues.
- Communicate and collaborate effectively with team members regarding issue status.
- Meet and improve schedule guidelines, demonstrating reliable attendance.
- Complete assigned tasks accurately within required service level agreements.
- Utilize resources to manage transactions and escalate issues appropriately.
- Manage personal and customer support inboxes effectively.
- Maintain a comprehensive understanding of account goals and processes.
- Display professional, positive, and courteous phone etiquette.
- Resolve caller's issues accurately and efficiently to minimize callbacks.
- Understand and proactively address user's concerns.
Key Skills:
- Language Proficiency B2 (Intermediate) or above.
- Excellent verbal and written communication and customer support skills.
- Freshers or candidates with 0-6 months of domestic BPO experience preferred.
- Fair understanding of Android and iOS phones preferred.
- Willingness to work in US shift hours (6 pm to 6 am India time).
- Computer literate with knowledge of ticketing systems (ServiceNow) as an advantage.
- Minimum education requirement: High School pass with excellent communication skills.
- BSc, B.Com, BA, or Diploma holders (12+3 years of education).
Salary (Rate): undetermined
City: London
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
Role: Contact Center - Customer Support
Designation: Customer Support Representative - Mobile Support Level 2
Department: Operations
Reports to: Team Leader
Summary
Customer Support Representative for Mobile provides day-to-day operational support via inbound calls and web support via live chats, emails, Service Now Tickets and portal activities. This role is for someone who excels at problem solving and multi-tasking while providing "white glove" customer service and satisfaction in Swedish Language
Responsibilities
- Provide day-to-day operational customer service via inbound calls and web support via live chats, email and portal activities.
- Process service orders, answer questions, troubleshoot basic mobile phone issues, maintain account information.
- Communicate and collaborate effectively with all team members keeping the team informed of issue status by sharing information through communication tools provided by the client.
- Meet and improve schedule guidelines (log in, breaks, avail and on call handling time etc.)
- Demonstrate reliable attendance to avoid additional stress to team members, logging in and being available at the start of scheduled shift.
- Complete assigned tasks accurately and within required customer assigned Service Level Agreements.
- Utilize resources to manage transactions, escalating issues appropriately.
- Manage personal and customer support inboxes effectively and respond quickly to end user requests based on service standards set for each customer.
- Maintain a comprehensive understanding of account goals and processes by retaining information, asking questions, understanding SLA's and account expectations.
- Display professional, positive, and courteous phone etiquette.
- Resolve caller's issues accurately and efficiently to minimize call backs.
- Understand and proactively addresses user's concerns, identifying the root of the issue.
Skills & Qualifications
Language Proficiency B2 (Intermediate) or above.
Excellent Verbal and Written Communication and Customer Support Skills
Freshers/ candidates with domestic BPO experience, 0-6 months experience preferred
Fair understanding of android and iOS phones is preferred
Should be ready to work in US shifts hours; 9 hour where the work window may vary between 6 pm to 6 am (India time) and on Indian Holidays
Computer literate
Knowledge of Ticketing System experience (ServiceNow) is an added advantage
Education
High School pass is minimum requirement with Excellent Communication skills
BSc, B. Com and BA or Diploma holders (12+3 years of education).
Working Conditions And Requirements
Training and work location from office.
Should be ready to work in a 24x7 environment with rotational shifts
Work From Home will be at company's discretion
Should have a reliable and fast Wi-Fi connection at home.
Should be ready to connect via video during training and 1 on 1 discussions.
Should have a safe and suitable work environment at home
Should be able to work as per the break/lunch timings allocated by the supervisor
Selection Criteria:
- Language Proficiency Assessment
- Operations Interview