What success looks like in this role: - título universitario en negocios, finanzas o tecnología, o equivalente. - es obligatorio tener un nivel avanzado de inglés; el dominio del alemán y/o francés a nivel profesional sería altamente beneficioso. - entre 8 y 10 años de experiencia en servicios gestionados para usuarios finales / servicios de lugar de trabajo digital (por ejemplo: mesa de ayuda, servicios de campo y cadena de suministro, gestión de dispositivos de usuario final, productividad y colaboración), con preferencia por 2 a 3 años de experiencia como arquitecto de soluciones en preventa. - buen entendimiento del panorama competitivo, productos y/o servicios. - excelentes habilidades de comunicación, análisis y resolución de problemas. #li-sa1 you will be successful in this role if you have: - recopilar y analizar los requerimientos del cliente (rfi/rfp/rfq) y datos volumétricos (por ejemplo: ubicaciones, sla, cantidad de contactos y eventos, aht, tot, etc.). - definir la estrategia de solución y precios, trabajando de forma independiente para desarrollar estimaciones de esfuerzo y costos, incluyendo supuestos, enfoque de riesgos y contingencias. - modelado de costos. - desarrollar propuestas orientadas al cliente que incluyan una visión general del servicio, arquitectura tecnológica, descripción detallada del servicio y beneficios/resultados esperados para el cliente. - liderar las revisiones de la solución y obtener las aprobaciones necesarias de las partes interesadas clave antes de la presentación. #li-sa1 unisys is proud to be an equal opportunity employ...
About the role: the customer service representative is responsible for solving customer’s questions and complaints related to our tools, striving to achieve customer satisfaction. by identifying customer needs, displaying empathy, and using active listening, the representative will be empowered to make decisions and find the best suitable resolution for the customer while working in a collaborative environment where they can gain knowledge and enhance soft skills by receiving support and supporting others. specific responsibilities: - kpis measured will include tph, aht, csat, mod (moments of delight), nps, and other team goals set by the organization. - acts as a liaison with fscs and other departments as needed to advocate for the customer. - updates customer requestor profile in our crm on every interaction - maintains working knowledge of all company products, services, and processes. - assists in training new employees in addition to other duties as assigned by management. knowledge/skills/abilities: - proficient in microsoft office; excel, powerpoint, word. zendesk preferred. - interpreting kpi’s - high level of portuguese and spanish. - excellent written and verbal communication skills - ability to research answers using multiple resources to satisfy customer inquiries in a timely manner. - patience and positive attitude education/experience: - high school diploma or its equivalent required - 6 months to 1 years’ worth of experience within customer service and call center environment preferred - we don’t just build the world, we build innova...
Sobre a função: o representante de atendimento ao cliente é responsável por solucionar dúvidas e reclamações dos clientes relacionadas às nossas ferramentas, buscando a satisfação do cliente. ao identificar as necessidades do cliente, demonstrar empatia e usar a escuta ativa, o representante estará capacitado para tomar decisões e encontrar a melhor solução para o cliente, trabalhando em um ambiente colaborativo, onde poderá adquirir conhecimento e aprimorar habilidades interpessoais, recebendo suporte e apoiando outras pessoas. responsabilidades específicas: - lidar com todas as consultas dos clientes de forma eficaz e profissional - ligações, e-mails e chats - para garantir a satisfação, ao mesmo tempo em que apoia os indicadores-chave de desempenho (kpis) da stanley black & decker. - os kpis medidos incluirão tph, aht, csat, mod (momentos de satisfação), nps e outras metas da equipe definidas pela organização. - atuar como elo de ligação com os fscs e outros departamentos, conforme necessário, para defender o cliente. - atualizar o perfil do solicitante do cliente em nosso crm a cada interação. - manter conhecimento prático de todos os produtos, serviços e processos da empresa. - auxilia no treinamento de novos funcionários, além de outras tarefas atribuídas pela gerência. conhecimento/habilidades/aptidões: - proficiência em microsoft office; excel, powerpoint, word. zendesk é desejável. - interpretação de kpis - alto nível de português e espanhol. - excelentes habilidades de comunicação escrita e verbal - capacidade de pesquisar respostas usando diversos recu...
Job summary the representative of customer service is responsible for solving customer inquiries and complaints related to our tools, seeking customer satisfaction. by identifying customer needs, demonstrating empathy and using active listening, the representative will be able to make decisions and find the best solution for the customer, working in a collaborative environment, where they can acquire knowledge and improve interpersonal skills, receiving support and supporting others. responsibilities: - handle all customer inquiries in an effective and professional manner - calls, emails, and chats - to ensure satisfaction, while also supporting the key performance indicators (kpis) of stanley black & decker. - the measured kpis will include tph, aht, csat, mod (satisfaction moments), nps, and other team goals defined by the organization. - act as a liaison with fscs and other departments, as needed, to defend the customer. - update the customer's request profile in our crm after each interaction. - keep practical knowledge of all company products, services, and processes. - assist in training new employees, as well as other tasks assigned by management. qualifications: - proficiency in microsoft office; excel, powerpoint, word. zendesk is desirable. - interpretation of kpis - high level of portuguese and spanish. - excellent written and verbal communication skills - ability to research answers using various resources to respond to customer inquiries in a timely manner. - patience and positive attitude benefits: - competitive salary - access to a wealth of state-of-...
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