The Advisor II, Customer Service with Portuguese language (AMER region) Partner Business Services General team, Cisco CLO account in the Partner Business Services General team provides customer support to Client’s employees (internal) and customers (Cisco CLO external) in AMER region. The communication flows though the Case management system, e-mails and phone.

General:

• Provides support to the Client’s Customer related to the Distributors and Partner Programs and Promotions
• Answering queries by clarifying the customer's requests; determining the cause of the issue; selecting and explaining the best solution to solve the issue; expediting correction or adjustment; following up to ensure resolution

Role Specific:

• Supports Partners and Distributors of the Client
• Administratively supports Partners and Distributors in Onboarding and Growth Phases
• Maintains high level of Customer satisfaction.
• Answers inbound telephone calls and emails, deals with them promptly and efficiently following the requirements of the Client.
• Assumes responsibility and ownership for all relevant customer queries.
• Positively manages internal relationships.
• Contributes to team effort by accomplishing related results as needed.
• Ensures through teamwork that all Service Level Agreements (SLAs) and (KPIs) are met consistently.
• Develops strong overview and drives Process, Tool and business flow improvements.
• Take personal responsibility to understand and comply with all company and client business controls requirements and policies.
• Adheres to all Health and Safety regulations, internal Concentrix, IT and local policies and procedures
• Understands and apply Business Controls, data privacy and security guidelines/regulations. Maintain Workstation Security at any time
• Performs additional tasks according to business needs

Requirements:

Education

• College or university degree

Working experience:

• Experience in working with customers face-to-face or on the phone
• Flexible working hours tailored to the supported region
• 2 years experience in a phone based or customer facing role
• Experience working or studying in the supported country and in a multicultural environment.
• Experience in a multinational environment is an advantage

Language skills:

• Fluency in Portuguese language written and verbal
• Fluency in English language written and verbal

PC skills:

• Intermediate MS Office skills, particularly MS Excel.

Personal skills:

• Exceptional communication skills including rapport building, use of Customer centric language; demonstrating appropriate urgency; active listening skills, questioning, driving understanding and clarification of Customers’ needs.
• Ability to handle difficult situations, diffuse Customer conflict by showing empathy; properly positioning ‘no.’
• Excellent verbal and written communication in English (and any other contracted language where applicable).
• Advanced proficiency level in written English for business communication.
• Quick learner who easily applies problem-solving, critical thinking and analysis skills.
• Self-motivated and drive to succeed with natural curiosity, initiative and tenacity to drive issues to closure.
• Ability to engage and facilitate activities of others, follow up to understand status and help to course correct to meet expected delivery date.

What can you expect from us:

• Competitive Monthly Salary of 1500 Euro gross + night allowance
• Full-time role from Monday to Friday with working shifts between 15:00 – 00:00 or 18:00 – 02:00
• Hybrid model (mostly worked from home, 1 day from the office)

That's just the beginning. Send us your CV now to open the door to the new career opportunities ahead of you! We’re looking forward to meeting you!

You appreciate our values of recognition, integrity, unity, and commitment, and you are eager to create the "wow" too. More than your background, it is your motivation and your personality that will make you part of our fun-loving community. Please note that non-EU residents must have a valid work permit in Bulgaria to be considered for employment.

Concentrix Bulgaria is an equal-opportunity employer Concentrix considers diversity a fundamental resource and offers everyone accesses to employment opportunities, regardless of gender, age, religion, ethnicity, or any other classification protected by applicable national laws. Know someone perfect for this role? Refer a friend and earn an exciting reward when they join our team! External Referral Program - Bulgaria