Customer Service Agent
hace 3 días
¿Estás listo para dar el siguiente paso en tu carrera y unirte a nuestro equipo como Agente de Call Center ?
Si respondiste un SÍ rotundo, entonces tenemos una oportunidad increíble para ti
Como nuestro Agente de Call Center, serás el punto de entrada para las solicitudes de los clientes relacionadas con los servicios de mantenimiento no planificados las 24 horas del día, los 7 días de la semana. Serás responsable de todas las actividades entre el registro de las solicitudes de los clientes, la búsqueda de un técnico disponible, el envío de la llamada y la aceptación de la llamada por parte del técnico de servicio. Identificarás las situaciones de seguridad y las gestiona dando las instrucciones de seguridad adecuadas de acuerdo con los procedimientos de seguridad globales. Además, serás responsable de administrar los controles de mantenimiento, digitalizar y generar información de oportunidades de venta.
Responsabilidades y actividades clave:
Recibir a los clientes y usuarios, de acuerdo con los procesos e instrucciones estándar de KONE, identificar y clasificar sus solicitudes y brindar una respuesta adecuada. Las solicitudes entrantes provienen del teléfono, fax, correo electrónico, etc. Asegurar el envío de llamadas hasta que sea aceptada por un técnico. Los métodos de envío pueden ser teléfono, SMS, KFM o paginación. Esto incluye tareas específicas como la gestión de llamadas en espera, inaccesibles. Apoyar a los supervisores en el mantenimiento de la programación de Fitter Apoyar a los supervisores en el seguimiento de las convocatorias abiertas y asegurarse de que los técnicos informen sobre los trabajos abiertos. Los informes específicos sobre trabajos abiertos están disponibles en los informes de Supervisor Hacer el contacto lo más fácil posible para el cliente y proporcionar la información adecuada. Identificar situaciones de seguridad y gestionarlas dando las instrucciones de seguridad adecuadas como se describe en los procedimientos de seguridad global. Muestra empatía, es consciente de cómo se siente el cliente en tal situación y brinda los consejos de seguridad adecuados para calmar al pasajero. Seguir los procesos de KONE mostrando capacidad de respuesta, responsabilidad y espíritu rápido. Recopilar notificaciones de oportunidades de ventas y reenviarlas al departamento correspondiente Conectar inmediatamente al cliente con la persona adecuada en la organización de KONE, en caso de cualquier solicitud no relacionada con el mantenimiento no planificado. Si no se encuentra a la persona responsable de KONE, el agente es responsable de pasarle el mensaje del cliente y asegurarse de que se comunicará con el cliente.¿Qué necesitas para este puesto?
Educación mínima: Licenciatura concluida o estudiante universitario 2 años de experiencia en Atención al Cliente (telefónica) Inglés intermedio excel avanzado Deseable manejo de SAP y SalesforceRead more on
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