Customer Service Advisor

Tech Mahindra: Who are we? We are Tech Mahindra GmbH and we drive technological progress: whether AI, everyday automation or cybersecurity - TechM plays as leading role in the IT sector. We are looking for a Customer Service Advisor* in Timişoara. Responsibilities

• Act as a single point of contact for live chat and Social Media from users regarding their orders/ queries etc. through delivering excellent customer experience
• Delivering fast and efficient service assisting customers with their immediate needs.
• Resolve problems at first point of contact in a friendly and helpful manner and take personal accountability for the resolution of customer concerns.
• Immediately deal with or escalate suspected or recognized customer issues as per defined procedures.
• Achieving Key Performance Indicator's (KPI’s) whilst maintaining excellent quality
• Adhering to TechM and customer procedures, policies, confidentiality guidance and data protection legislation
• Work independently and within a team to maximise team potential
• Communicate well with internal and external contacts
• Manage multiple assignments simultaneously without any / minimal guidance or help from seniors or peers team members
• To ensure that breaks are pre-approved by SME, Team Leader or Manager
• Promptly escalate unresolved cases to the resolution support team
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Any additional ad hoc tasks that may contribute to a better service to the client with quality or improvement to the KPI

• Sales skill and experience of Retail is an advantage
• Good grasp and understanding of customer engagement
• Excellent English/German/French verbal and written communication skills
• Has good grasp of language and can handle complex subjects and detailed conversation in respect to customer service effectively and appropriately in demanding situations
• English language skill will be an advantage
• Excellent multitasking skills and has the ability to shift to chat & social media support and various systems when needed
• Ability to express oneself in a fluent and spontaneous manner.
• Excellent comprehension skills
• Strong problem resolution skills
• Ability to function and adapt in a rapidly changing and evolving work environment
• Ability to work independently
• Excellent problem solving skills with good inter-personal relationship building skills.
• Ability to handle and deescalate irate customers
• Should be at least 18 years of age
• Minimum Education, should be High School
• Need to be tech savvy/computer literate with a minimum typing skill of 30 wpm with 90% accuracy.
• Flexible approach to working 24x7, including rest days, holidays, weekends and extended hours, if required.