Home Appliance Support Specialist

Client Biography Bring your talents to an industry leader in the electronics. This client is one of the world’s largest producers of electronic devices. They specialize in the production of a wide variety of consumer and industry electronics, including appliances, digital media devices, semiconductors, memory chips, and integrated systems. Your Role You will be involved in technical calls with some customer service and sales:

• Assist customers in basic troubleshooting of their brand refrigerators, laundry machines and small appliances via phone
• Assist customers in self-service using online .com for Service and Support questions
• Create positive customer experiences using successful call flows
• Probing and getting customers to a resolution
• Escalating for additional support when necessary
• Asking questions to figure out the source of customer’s appliance issue

Skills

• Outstanding problem-solving and negotiation skills
• Strong mediation skills and experience working with users to identify best solution.
• Display patience, empathy, an ability to manage stress, the ability to work under pressure  and adapt to adverse situations
• Skilled and efficient in writing and verbal communication
• Outstanding listening skills
• Providing knowledgeable, friendly and eloquent customer service
• Understanding how to navigate and efficiently use tools
• Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies.
• Familiarity with ticketing systems
• Experience using online help resources to solve problems