Customer Care Representative

Main Responsibilities:

• Processes inbound calls from customers and agents, including a wide range of inquiries and solve a wide range of customer service issues and problems;
• taking control of situations and thinking on your feet to make smart decisions in order to resolve up to customer telephone contacts;
• supports our client’s products by answering calls from consumers and agents;
• provides customers with advice and information regarding clients' products and services, exceeding department productivity standards and quality customer care standards;
• carries out customer inquiries in timely and correct manner by predefined rules when escalation is needed;
• understanding customer’s needs so as to be able to deliver the best solution for each of them in line with our key performance indicators;
• navigating multiple systems simultaneously in order to update e-records promptly and accurately;
• proactively provide support and assistance to colleagues and work together as a team.

Requirements:

• Has very good command of spoken Russian language (at least level B2);
• has very good command of spoken English language (level B2);
• experience in a contact center or customer facing role is beneficial;
• can adapt quickly to changes in products, process and technology;
• has proven track record of excellent attendance and time-keeping;
• has good computer literacy.

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