A leading Retailer is looking for a Technical Product Support Associate to join their team. The Associate is responsible for Electronic Product Support to customers within the call centre.
- 3 – 5 years working experience in a similar role
- Strong electronic product knowledge
- Excellent communications skills
- Time management
- Utilize the call centre management system and log phone calls
- Ensure compliance is maintained within the call management system
- Offer email support to all Business Partners and end users
- Achieve a maximum of 30 seconds’ call holding time
- Maintain call retention of less than 10% call abandonment rate
- Manage the call duration to within an average of 3:30 minutes without degrading customer sentiment.
- Diligently manage call logs with attention to accuracy and relevance to information to support reporting efforts
- Report to administrators on escalations and manage customer expectations timeously