Detalles del trabajo
Area del puesto: Servicios Generales / Varios
This position will provide exceptional customer service to external customers over email and telephone and will support internal parties with administrative tasks related to customer satisfaction only. This position will handle work related phone calls from customers, technicians and service coordinators related to products and services, telephone support inquiries, quotes, claims, warranty etc. Serves as the first point of contact for customer complaints and escalations.
ESSENTIAL FUNCTIONS
Provide services that will guarantee the Customer Response Center 24/7/365 operation
Interact with Internal and External customers of Vertiv
Ensure SLA agreements with customers are meet through proper management and follow-up of Emergency calls
Create, update and close Service Requests
Manages and ensures Service Engineers requirements to access to customer’s sites
Respond all phone calls and email inquiries within the appropriate Service Level
Track resolution of customer reported issues
Follow and apply the escalation procedures to fulfill SLAs
Provide administrative support to customer related areas in customer centered activities
EDUCATION AND EXPERIENCE
High school Degree (at least)
Preferable with Customer Service Trainings.
Strong knowledge in Microsoft Office applications.
Familiar with call center KPIs
Conversational English level (B2)
Strong knowledge in any Call Center Tools and Systems (Cisco, Avaya, Polycom, NICE, etc.)
Experience handling customer experience issues and resolutions
Minimum 2 years of experience in Customer Service related to technology.
At least 2 years of experience in back office environment and telephone systems.
Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to help.join@vertivco.com
