Appliance Technical Expert

Our client is looking for Appliance Technical Expert

Qualifications

• Minimum 3 CXC passes or equivalent qualification or a combination of experience and

related skills and the ability to pass internal assessments.

• Previous BPO experience required

• Previous Technical Experience/knowledge is desired

Responsibilities

Manage incoming calls in the Appliance Department

• Assess customer’s needs and guide the customer accordingly

• Resolve product or service problems by clarifying the customer's complaint; determining the

cause of the problem by troubleshooting; selecting and explaining the best solution to solve the

problem; expediting correction or adjustment; following up to ensure resolution

• Follow communication guidelines and policies

• Provide white glove treatment to customers

• Ensure KPI’s are met

• Use critical thinking to help customers

• Demonstrates knowledge and use of departmental resources, policies and procedures

• Maintains acceptable call lengths, while remaining friendly, informative and helpful

• Maintains productivity and quality standards

• Ensure no abuse while on the production floor such as hold\wrap abuse etc