295
Reģistrācijas numurs: LV40203552317
- Apraksts
- Pamatinformācija
- Uzņēmums
Responsibilities
- Handle phone calls with customer queries and provide resolution to end users
- Record case resolutions in the contact center tool based on client communication via phone, email, chat etc.
- Ensure that cases are resolved within case life cycle, as per individual balanced scorecard
- Escalate priority issues per client specifications to the immediate lead as applicable
- Work independently and within a team
- Communicate well with internal and external contacts
- Provide exemplary customer satisfaction
- Meet quality standards on all handled contacts
- Complete hours of staffed time on all rostered days
- Handle contacts while maintaining the targets defined for the project: response time, handle time and resolution rate aligned with Project KRAs
- Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI
- Attend trainings as required
Darba pienākumi:
- Atbildēt uz klientu zvaniem un sniegt risinājumus
- Ierakstīt risinājumu zvanu centra rīka, pamatojoties uz sniegto atbildi telefoniski, e-pastā, čatā u.c.
- Pārliecināties, ka visi jautājumi tiek risināti saskaņā ar uzņēmumā noteikto kārtību
- Vajadzības gadījumā jautājumu risināšanā vērsties pie augstāk stāvoša vadītāja
- Strādāt patstāvīgi un komandā
- Veicināt klientu apmierinātību par sniegtajiem pakalpojumiem
- Sniegt klientu apkalpošanas servisu saskaņā ar uzņēmumā pieņemtajiem standartiem
- Komunikācijā ar klientiem pieturēties pie projektā noteiktajiem nosacījumiem
- Sniegt priekšlikumus labākai klientu apkalpošanai un KPI sasniegšanai
- Apmeklēt apmācības
Requirements
- At least B2 (interpreted as CEFR level) relevant market language and manageable English skills (B1+ or better) in writing and speaking to understand documentation and log accurately in the client systems
- Previous experience in an outsourced customer service environment is of advantage
- Possesses an advanced understanding of using computers and is effectively able to multi-task across systems and applications
- Optimistic, friendly, positive, and self-motivated personality
- Ability to work in team
- Service oriented profile and with a focus on problem solving
- Ability to work shift hours/ part time (to the extent legally possible), adapting fast on change of prioritization
- For agents handling written customer contact: Excellent written communication skills in the relevant market language and a typing speed of minimum 50 words per minute
Prasības:
- Vismaz B2 attiecīgās tirgus valodas līmeņa zināšanas
- Angļu valodas zināšanās labā runātprasmes un rakstītprasmes līmenī, lai saprastu iekšējās sistēmas dokumentāciju
- Vēlama pieredze ārpakalpojumu klientu apkalpošanas jomā
- Ļoti labas datorprasmes, spēt vienlaicīgi strādāt ar vairākām aplikācijām
- Optimisms, draudzīgums, pozitīva attieksme pret lietām
- Uz klientu apkalpošanu vērsta personība
- Spēja risināt problēmsituācijas
- Spēja strādāt maiņu darbu
- Teicama rakstītprasme konkrētajā valodā, ne mazāk kā 50 vārdi minūtē
Employee Benefits- We've got you covered!
- Premium Medical Insurance: Enjoy comprehensive coverage for you and your family (spouse and dependents) including routine health checks, dental, vision, prescription drugs, mental health support and much more
- Development Opportunities: Advance your skills with DEXT, our educational platform offering 5000+ free courses, practice platforms and certifications, especially in cutting-edge technologies
- Attractive compensation and allowances- Basis role and experience
- Annual Leave 4 calendar weeks of paid leave according to LV labor law
- Work Culture and Environment: Thrive in a dynamic and enjoyable workplace enriched with regular celebrations, wellness activities, and great team spirit
Darbinieka labumi:
- Premium klases medicīniskā apdrošināšana (veselības pārbaudes, zobārstniecība, redzes pārbaudes, medikamentu receptes, garīgās veselības atbalsts u.c.) darbiniekam un viņa ģimenei no pirmās darba dienas
- Iespēja attīstīt savas zināšanas, izmantojot DEXT izglītības platformu, kura piedāvā vairāk nekā 5000+ bezmaksas kursus
- ikgadējais apmaksātais atvaļinājums 4 kalendārās nedēļas saskaņā ar Darba likumu
- Saistošu atalgojumu un bonusu sistēmu
- Iespēju strādāt un augt dimaniskā un patīkamā darba vidē ar regulāriem korporatīvajiem pasākumiem, labsajūtas aktivitātēm un lielisku komandas garu
Please note that the successful candidate will be subject to a background check as this role involves the processing of confidential information belonging to Tech Mahindra clients and this role is directly related to the provision of financial services. Candidates must not have been convicted of committing an intentional criminal offense against the State, property, or governance procedures, of committing an intentional criminal offense in the national economy or while in service in a governmental authority, or of committing a terrorism-related criminal offense unless criminal record thereon has been extinguished or set aside. Furthermore, candidates must not have any defaults on payment obligations towards Tech Mahindra clients to whom the services will be provided. Further information on how Tech Mahindra processes candidates data is available: https://www.techmahindra.com/en-in/privacy-policy/
Lūdzu ņemt vērā, ka kandidātam, kurš tiks atlasīts konkrētajam amatam, tiks veikta iepriekšējās darbības pārbaude, jo šis amats ir saistīts ar Tech Mahindra klientiem piederošās konfidenciālās informācijas apstrādi un šis amats ir saistīts ar finanšu pakalpojumu sniegšanu.
Kandidāts nedrīkst būt tiesāts par tīša nozieguma izdarīšanu pret valsti, valsts iestādēm vai saistībā ar terorismu. Tāpat nedrīkst būt neizpildītas maksājumu saistības pret Tech Mahindra klientiem, kuriem tiks sniegti pakalpojumi.
Informācija par kandidātu datu apstrādi pieejama:
https://www.techmahindra.com/en-in/privacy-policy/
€
1700
Atrašanās vieta
- Rīga, Latvija
Gustava Zemgala gatve 76, ēka "Valters", Jaunā Teika
Darba veids
- Pilna slodze
Prasmes
Valodas
- Vācu
- Angļu
Kontaktpersona
Ingrīda Landorfa
+371 20035096
Ingrīda Landorfa
+371 20035096
Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences. We #Rise together to create sustainable businesses that can bring about lasting change in our communities to create an equal world, to be future ready, and to create value. We are a USD 6.5 billion company with 146,000+ professionals across 90 countries, helping 1250 global customers including Fortune 500 companies.
We are focused on leveraging next-generation technologies including 5G, blockchain, metaverse, quantum computing, cybersecurity, artificial intelligence, and more, to enable end-to-end digital transformation for global customers.
We are certified as a Great Place to Work for by the Great Place to Work® Institute, included in the Bloomberg 2023 Gender-Equality Index for the fourth year in a row, and have been recognized as the only Indian IT company to make it to Dow Jones Sustainability Indices 2023, part of the DJSI World Index for the 9th consecutive year.
We are part of the Mahindra Group, founded in 1945, which is the most admired multinational federation of companies with 260,000+ employees in over 100 countries, known for its leadership in various industries including farm equipment, utility vehicles, IT, and financial services in India and is the worlds largest tractor company by volume. It also has a strong presence in renewable energy, agriculture, logistics, hospitality, and real estate. The group's focus is on leading ESG globally, enabling rural prosperity and enhancing urban living, and driving positive change in the lives of communities and stakeholders.
With the NXT.NOWTM framework, we aim to enhance human-centric experiences for our ecosystem and drive collaborative disruption with synergies arising from a robust portfolio of companies. We aim at delivering tomorrows experiences today and believe that the Future is Now.
Reģistrācijas numurs: LV40203552317
Tev varētu interesēt arī:
Sistēmu administrēšanas un IT atbalsta speciālists/-e
Klientu apkalpošanas operators/-e
Pārdošanas pārstāvis/-e eksporta tirgiem