Customer Service Advisor

Customer Service Advisor

Global IT Support is looking for Customer Service Advisor to provide client-specific product/software support to dealers/consumers/customers. Handle related problems encountered in order of priority and within the optimum time scale, in accordance with procedures and project SLA’s

Key Responsibilities:

• To ensure 1st level support service to resolve problems encountered by external customers; this can mean:
• Analyzing support request sent by the customer by calls, mail, web submit, chat, social media;
• Examining all problems; evaluating complexity, impact and priority and documenting all info in the relevant tools;
• Giving required support, efficiently and effectively and in accordance with priority, impact and SLA’s;
• Escalating problems according to procedures;
• Ensuring follow-up of all issues: documenting and fill in internal and customer’s CRM systems appropriately;
• Taking a decision regarding open tickets, providing feedback on the root cause where applicable, appropriate solutions as available to the user;
• Managing and reporting a resolved problem;
• To participate as a team member to achieve established project objectives, inter alia by:
• Working in close collaboration with colleagues to ensure that service delivery to the customer is of the highest standard, offering support to colleagues;
• Working in accordance with our quality standards, procedures and work instructions;
• Reporting on progress, issues, and problems to the supervisor; giving suggestions to optimize service offered and work processes;
• Study and participate in activities to improve knowledge of the project ‘s specific software and/or products.
• Working efficiently and effectively in line with established individual objectives represented by the scorecard.

Required Professional Competencies:

• Technical skills: Works with Office software (Word, Excel, Outlook, OS), Is familiar with the internet, works in accordance with procedures and ticketing systems;
• Planning and organizing: orchestrates and implements a clear, efficient and logical approach to work and manages assignments, objectives and time; gives priority to service-affecting problems;
• Attention to detail: ensures quality in work delivered; has a critical eye on his work.
• Analysis: pinpoints problems and tackles them in a logical, step-by-step way;
• Problem-solving: Compares and relates data from different sources and identifies key issues and trends with a view to resolving customer problems.; questions in a persevering manner to discover underlying issues until the failure or problem is clear; is direct and assertive.

Required Interactive skills:

• Customer focus:

  understands the needs, requests, problems, and priorities of customers, responds immediately to their needs. Works to build positive customer experience;

• Team orientation: builds effective, co-operative relationships with colleagues; puts team goals before personal goals; response positively to requests from others; values input and expertise of colleagues, readily steps in to help others, participates actively in team discussions and activities, deals with diversity;
• Oral and Written Communication: proven telephone and listening skills; questions in a persevering manner to discover underlying needs until the customer message is clear; deals with complaints; is direct and assertive. Communicates appropriate, concise and accurate information in written form; speaks fluently German beside mother tongue (and another language proficiently, depending on the project);
• Active Listening: Uses the information collected from the customers and addresses the needs.

Required Core Competencies:

• Results orientation: focuses on targets, quality, and deadlines;
• Creativity/Innovation: has the ability to come with new ideas, seize opportunities, think «out of the box»;
• Behavioral flexibility: embraces change and has the ability to maintain efficiency in a changing environment and within a variety of dynamic work situations;
• Tolerance for Stress: maintains control and performance in stressful situations; stays calm when problems arise, avoids letting day-to-day pressure affect them, does not take rejection personally, stays positive, puts problems behind once solved;
• Self-starter: acts in a proactive way in anticipating issues and goes above and beyond what is expected from them, shows confidence and believes in their own capacity to achieve results and tackle problems;
• Ethics and Integrity: «walks the talk», abides by business conduct guidelines and ethics; deals appropriately with confidential data;
• Exploring: appraises own strengths and weaknesses; has the willingness to develop their own skills, knowledge, and behavior through on-the-job experiences and feedback from others;
• Respect for the individual: demonstrates respect towards other team members, internal and external customers;
• Work Standards — Excellence: sets high goals or standards of performance for them and the organization. Is dissatisfied with average performance.

About Global IT Support:

Global IT Support is a 17-year-old Dutch company which successfully works in the IT staffing market. We provide expert teams for all major IT languages.

We cooperate with Clients all over the world, helping them successfully solve their business challenges with minimal effort and maximum efficiency.

With our knowledge we help our clients with structure and communication.

We offer:

• Competitive work environment
• Attractive salary at or above market rate
• Full career development program
• Flexible working schedule
• Compensation for sick lists and regular vacations
• All expenses paid trips abroad
• Unforgettable corporate events within the friendly young team
• Free English language school
• Fully equipped kitchen with beverages and snacks
• Cozy relax spot
• Breathtaking scenery view from a new modern office