Manage large amounts of incoming contacts (inbound calls, emails, chats & Bazaarvoice)
Identify and assess customers’ needs to achieve satisfaction.
Provide accurate, valid and complete information by using the right processes / tools.
Work with spare parts and marketing departments to resolve problems
Ensure accurate documentation of each contact
Handle contacts related to Resolve consumer complaints related to service centers, products, business practices, policies, etc.
Questions concerning consumer audio electronics : headphones, portables, home audio and car audio productsOnline web-sales support : Product and Parts sales, returns, refunds, fraudProducts’ features, benefits, applications, compatibility, and comparabilityRecommend new products Up sell and Cross sell wherever possible
Take initiative to learn new programs and scenarios, increase knowledge and understanding of their products.
Report problems related to customers, operations, telephone system and / or system hardware / software to appropriate resource.
Abide by their policies and security requirements.
Make outbound calls to customers when needed according to procedure.
Critical skills / knowledge required
Remain calm under pressure
To respond to all client activities within given timescales, efficiently, effectively and accurately
Passion for music & Customer Service
Good interpersonal and communication skills
Reasonable analytical skills
Excellent troubleshooting skills
Basic knowledge about WIFI and home network. Connect PC, Phone or tablet to network access.
Knowledge / awareness of Bluetooth, standard A / V connections (HDMI, SPDIF etc.), wireless devices, Android, iOS, Windows
Streaming Services knowledge
Planning and Organising
To have the ability to manage own workload within a demanding environment
Post holders will have to advise customers of the most appropriate options / solution
Post holders will have to use their own initiative to decide if a problem / query should be escalated
Fluent in English and French both written and verbal
Commitment to a high level of accuracy
Excellent attention to detail
Technical background would be an advantage
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