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Customer Service Specialist

PayComplete

  • Koninko (pow. poznański; gm. Kórnik)

    Koninko (pow. poznański; gm. Kórnik), Greater Poland
  • offer expired a month ago
  • contract of employment
  • full-time
  • specialist (Mid / Regular)
  • full office work, home office work
  • remote recruitment

Your responsibilities

  • Serves as the gateway for the acceptance and resolution of all customer support requests.

  • Log and correctly classify all customer support requests.

  • Provide the end customer with first line technical support with the objective to remotely resolve customer support requests wherever possible at the customers full satisfaction.

  • Coordinate spare parts orders for customer self-replacement.

  • Initiate onsite visit by Field Service Technicians as required to resolve machine issues.

  • Monitor incoming customer support requests and open service tickets for SLA expiration.

  • Make outbound calls and take inbound calls to/from the Field Service Technicians to support their daily machine visits.

  • Ensure all non-service related calls from customers are promptly identified, appropriately logged and passed on to the correct person/department manager for attention e.g. complaint, customer requirement for stock, sales, billing query.

  • Log all Field Service Technicians visits to customer sites for routine servicing and maintenance agreements.

  • Record all customer comments and complaints and ensure their escalation to the correct team for resolution, and, where necessary after resolution, make a courtesy call to the customer.

  • Assist with any Customer Success Projects that might be introduced

Our requirements

  • Language Requirements: English and French - must have

  • Minimum of one to two years’ experience in the area of Customer Service or Phone Support preferred

  • Good basic PC literacy, keyboard proficiency

  • Good understanding of geographical areas and ability to utilize mapping tools for assigning work orders

  • Understanding of Windows-based applications/tools

  • Relationship building skills

  • Excellent communication skills, verbal and written as well as listening skills

What we offer

  • private medical care

  • fuel allowance

  • working in a dynamic environment

  • remote work opportunities

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • fruits

  • fuel allowance

  • parking space for employees

  • extra social benefits

  • pre-paid cards

  • holiday funds

  • christmas gifts

  • charity initiatives

Main Purpose

To act as the first point of contact for our customers, coordinating a range of service requests,

responding to customer issues via phone or email. Ensuring the customer receives the best

possible service when logging service calls. In addition to logging the calls, you will also provide

first level technical support and act as customer liaison providing updates on the progression

of their call. You will also be required to liaise with internal departments to ensure the smooth

resolution of the issue. This role involves pro-active communication with customers, field

engineers and other parties. The Support Center Specialist is owning all calls from the moment

they are logged up to their resolution.

PayComplete

Jesteśmy globalną firmą technologiczną dostarczającą oprogramowanie, urządzenia i usługi do samoobsługowych transakcji finansowych i rozwiązań płatniczych. Dotychczas działaliśmy pod wspólną marką Suzohapp, a w wyniku wyodrębnienia i podziału obszarów dzialalności skupiamy się na rozwoju platformy softwarowej, która działa na szerokiej gamie urządzeń, od urządzeń przyjmujących gotówkę, po systemy dokonywania sprzedaży oraz technologie bezgotówkowe.

Zatrudniamy ponad 1000 pracowników. Posiadamy 24 biura na całym świecie i 3 zakłady produkcyjne.

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