Job Description

• Deal directly with customers either by telephone, support@pisano.co or other channels
• Respond promptly to customer inquiries
• Handle and resolve customer complaints or transfer internal departments
• Obtain and evaluate all relevant information to handle product and service inquiries
• Process orders, forms, applications and requests
• Manage and follow up customers' features
• Keep records of customer interactions and transactions by success widgets
• Record details of inquiries, comments and complaints
• Record details of actions taken
• Prepare and distribute customer activity reports
• Communicate and coordinate with internal departments
• Follow up on customer interactions
• Set up new customer accounts

Requirements

• Excellent communication and presentation skills
• Ability to multitask, prioritise, and manage time effectively
• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters

KPIs

• Response Time by First Reply
• Response Time by Final Result
• Avarage Wait Time
• Key Customers in Need
• CSAT