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Responsibilities • To provide basic to moderately complex support to customers on Client products, systems, peripherals and software • Logging of calls from customers onto an Client database and following escalation procedures to resolve problems or issues. • To provide and maintain strong, professional relationships with all of Client’s customers and show empathy for the customers at all times • All times, the Advisor will demonstrate a high level of customer service when helping a customer and if necessary, to escalate “hot” issues to a more experienced Advisor. • To make themselves available to receive calls for a minimum of 80% of their on-line time • To provide feedback on a daily basis to the team leader new emerging issues that have been discovered. • Enrich the lives of Client customers by providing unparalleled customer service. • Wow our customers by listening attentively to their needs, gain agreement on the resolution and bring the issue to conclusion • Troubleshoot simple to complex technical issues with customers with a positive and knowledgeable approach • Adjust your approach to all levels of customer experience. • Teach and educate customers on support options, and the steps being taken to resolve their issue. • Analyze information then drive it to resolution • Communicate positively with team members, customers, and other partners - remember, you represent the Client brand.


Skills and Attributes • Be fluent in FRENCH & English • Be a confident and enthusiastic communicator • Have strong organisational and administrative skills • Be a self-starter who is motivated and innovative • Have a high stress tolerance Experience and Education Experience is not essential but the following would be a distinct advantage: • Previous call centre experience • An appreciation of the IT environment, preferably with Client products • A high level of computer literacy • A knowledge of hardware principles • Experience of working in a pressurised environment which is target driven • Minimum Leaving Certificate but, a strong “hands-on” background in a similar environment may suffice Apply for this job: kayesa(at)

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