Customer Solutions Representative with English – (weekends mostly)- София

Gi Group is part of Gi Group Italy - one of the world’s leading companies providing services for the development of the labor market, operating in the fields of temporary and permanent staffing, search and selection, as well as a variety of complementary HR consulting activities.

Our client is an American multinational enterprise information technology company that develops and provides a wide variety of hardware, software and related services to consumers, small, medium-sized businesses and large enterprises.

Due to our client`s business needs, we are in search of a highly motivated professional to join the company at the position of:

Customer Solutions Representative with English – (weekends mostly)

Job scope/summary:
Provides support in English to internal and external customers and resellers from BeNeLux area via incoming customer contacts to the Customer Solutions Center through telephony or e-support methods. Properly handling of documentation in compliance with all processes and work instructions.


Job specifics/responsibilities:
• Timely manages the service requests of customers through different access channels. Verifies the request details with the customers.
• Coordinates the resources in a proper manner to the client.
• Keeps Customers Informed on case development status. Provides information to solve customer problem for customer satisfaction.
• Reviews/Accepts customer feedback related to customer entitlement & case management. If necessary initiates Senior Agent Review.
• Timely elevates and/or escalates complex issues. Works on customers escalations.
• Participates in process or quality improvement trainings.
• Provides feedback to the Management regarding their daily tasks. Focuses on the achievement of team goals for operational excellence.
• Manages multiple tasks or cases simultaneously with minimal supervision.
• Follows up the successful completion of each case.
• Keeps case documentation as per requirements.
• Meets the required quality/quantity of production work in accordance to the team targets.
• Meets the deadlines and keeps the service level agreements.
• Compliant with all internal rules, policies and procedures, and ensure performance as per all work instructions and/or orders (written or verbal), legally assigned by the direct manager, by officials acting for the direct manager or by any manager of a hierarchical level higher than the direct manager.


Education (degree) and professional experience required:
• High School / Bachelor / Master Degree
• Professional experience: Relevant experience in a similar environment is an advantage


Other requirements:
• Written and verbal fluency in the main customer support language - ENGLISH
• Technical background is not required but would be considered as an advantage

Technical skills:
• Case Handling / Tools / Processes
• Good computer literacy – (MS Office)

The offer:
• A great opportunity to become a part of multinational team of people with a high-level experience in the field;
• Competitive salary
• Team events and social activities;
• Friendly, stimulating work environment that promotes teamwork and the opportunity to progress personally and professionally;
• Opportunity to tackle interesting and challenging projects;
• Higher vocational qualification training.


If you can envision yourself working in a company which believes that effective management can be achieved through innovative ideas, great team work and devotion, do not hesitate to send us your Resume.

Guaranteed confidentiality of all applications. Only shortlisted candidates will be contacted.

Gi Group is licensed by MLSP, license N 2348/18.09.2017, indefinite.