Dutch/Flemish Front Office Technical Agent
Recruit4.work
- София
- Permanent
- Full-time
- Serve as the primary point of contact in the Front Office Technical (FOT) department for customers facing technical issues.
- Handle customer inquiries related to fixed and mobile networks, broadband, carrier coverage, television, etc.
- Primarily engage with customers through calls and occasionally through chat, with no email communication involved.
- Advise and assist customers on various technical issues, such as login difficulties, GPS signal problems, WIFI/TV connection issues, malfunctioning remote control devices, and more.
- Utilize tools, including Dare, to efficiently and promptly find solutions for customer problems, aiming for a "First Time Right" resolution.
- Use the expert system to support fixed processes in solving customer issues.
- If the problem persists after all steps are checked, schedule an appointment for on-site intervention.
- Transfer requests to the second line agent when they exceed the technical competencies of the Front Office Technical Agent.
- Identify and leverage sales opportunities during technical customer care conversations, promoting the adoption of new products or services when appropriate.
- Dutch or Flemish (C2) + English (B2)
- Strong communication skills (oral and written)
- Sales/Commercial or Customer care experience (ideally in BPO sector but not required)
- Interest in the the telecom sector is an asset but no technical background required
- Maintain a friendly and helpful phone manner to prioritize customer satisfaction (CSAT).
- Balance technical knowledge to align with CRM system directives.
- Communicate effectively with structured articulation, active listening, and summarization.
- Demonstrate flexibility in working evenings and weekends.
- Adaptability to absorb and apply extensive information, with comprehensive on-the-job training provided for motivated candidates.
- Paid training
- Fun, people-oriented call center
- Market-based basic salary
- Growth opportunities
- Private health insurance
- Relocation Package