Appliance Technical Expert (Warranty Agents)

Summary

Our Appliance Technical Experts (Warranty Agents) enjoy helping customers learn about, isolate and diagnose issues. They have a call center or workflow-oriented background, and world-class customer service skills. The primary focus of this position will be delivered as a technical expert of relevant information and resolution to our Client’s customers via phone, regarding claims and warranties for various appliance items

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

Desired Traits and Characteristics

The ideal candidate must possess the following:

• • Excellent Communication Skills
• • Proficient use of English language, articulate and professional demeanor
• • Neutral Accent
• • Excellent Customer Service Skills
• • Good technical skills
• • Ability to show empathy
• • Ability to demonstrate excellent service and rapid issue resolution
• • Good interpersonal skills
• • Teamwork, discipline and time management
• • Stress Management Skills
• • Ability to be flexible and adaptable
• • Computer Proficiency (Ability to navigate and operate computer applications, browsing, email etc.)
• • Ability to type 30 wpm with at least 80% accuracy
• • Logical Thinking Skills
• • Multitasking skills
• • Knowledge of general and household appliance items is a plus
• • Good Problem Solving and Troubleshooting Skill

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

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