Italian Speaking Customer Representative

After receiving a complete training, the new manager will be responsible for:

- Answer incoming calls from customers (through phone, email, voice email, biper or other alerts) and solve the demands of users.
- Record call details in call management systems to provide a response and resolution within the ANS.
- Maintain service and product knowledge and the skill associated with specific applications for individual customers.
- Intensify issues of potential service initially with the Mentor.
- Follow all processes and procedures of the project.
- Ensure the maintenance of the contractual ANS.
- Provide coverage to other Agents during their absence, either within their own team or in others.
- Work with Supervisors/mentors on specific projects where needed.
- Understand and fulfill administrative tasks such as vacation, sickness and overtime forms accurately and appropriately.
- Attend regular team meetings.
- Perform additional tasks requested by the Supervisor or Mentor related to the maintenance of service performance, quality and customer satisfaction.