Our client is the leading provider of personal computer and tablet accessories within Europe and America. The company develops and markets products like peripheral devices for PCs, including keyboards, mice, trackballs, microphones, game controllers, and webcams. They are also makers of home and computer speakers, headphones, wireless audio devices, as well as audio devices for MP3 players and mobile phones.
A Customer Service Representative II – Percepta is employed to perform a defined range of skilled operations. These are normally performed with discretion and judgement by making use of known procedures and processes. The Customer Service Representative is an advocate of the brand, effectively providing a service to the customer and dealer networks. There are two fundamental elements to this role:
What you’ll be doing:
• Responsible for receiving basic inbound queries and the management of cases for customers through to resolution. Work is carried out within the client's agreed guidelines. Customer Care Representatives are expected to provide high-quality customer care and to strive for excellent customer service and resolution of customers’ enquiries upon first contact to ensure customers experience high satisfaction with the company through their contact with the CRC.
• Responsible for undertaking marketing programs on behalf of the Client to assist in their development of strategic business plans. Marketing campaigns include Owner Dialogue (Welcome and Anniversary calls), Hot Leads, Test Drive Direct Response, and SAP Administration.
Duties and Responsibilities
• Provide quality customer service.
• Provide multiple specialized services to customers for a range of products or services, including difficult complaints and fault inquiries, deployment of services, and staff.
• Respond to inbound customer contact.
• Conduct outbound customer contact.
• Manage customer relationships.
• Assist in providing solutions to customers and staff over the phone or by correspondence.
• Negotiate with customers on major faults and their resolution.
• Resolve complex customer complaints; and
• Process complex accounts and service requirements.
• Explore customer concerns relating to vehicle, service, or product, by contacting various resources and providing recommendations to reach a case resolution.
• Investigate and recommend levels of financial assistance for customer claims
• Communicate resolution/information to customers in a confident and knowledgeable manner
• Assist in handling executive referrals
• Data capture of customer and potential customer information
• Fulfilment of brochure requests
• Test drive bookings through the dealer network
• Conduct a telemarketing campaign.
• Use common call centre telephone and computer technology.
• Enter and retrieve data.
• Respond using written communication.
• Work in a customer contact centre environment.
• Manage work priorities and professional development.
• Provide a greater amount of leadership to less experienced employees.
• Work in a team.
• Assist in special projects and participate in any other duties as requested by the client.
• Adheres to Percepta global values.
• Follow occupational health & safety policy and procedures
Who We Are:
TTEC is a pioneer in customer experience, engagement and growth solutions. Our 40,000+ employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels. We utilize a holistic approach, applying solutions from our four customer experience segments—Consulting, Technology, Care, and Growth—to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers, and each other.
Our Care organization utilizes an integrated platform of people, processes, and technology leveraging more than 30 years of best practices to build customer value. Simply put, our Care team has a legacy of success. The Customer Care Representative 2 - Percepta is a key part of this team and will impact our global operation as part of a world-class team of professionals.