Careers at Movate – China

Job title: Team Leader – Customer Support
Work Location: Chennai
Experience:  5- 7 years
Education Qualification: Any Graduation Degree
No of openings: 5+ Openings

Roles and Responsibilities:                                                                                        

• Responsible to handle a 15-to-20-member team, Voice process (International) transactions to the best of customer’s satisfaction.
• Drive the team to meet goals on all KRA/KPI and SLA’s.
• Adhering to standard operating procedures required by the process and organization. Awareness of relevant service levels and meets goals set by the project.

Required Skills & Desired Skills                                                                                 

• 5-7 Years relevant work experience
• Should be a team player
• Ability to handle a team with individual ownership
• Should be patient enough to handle any kind of queries.
• Good understanding of computers.
• Should have Basic knowledge on computer hardware peripherals, Operation Systems,
• Excellent Communication Skill.
• Enthusiasm and strong self-motivation & self-reliance.
• Time management skills, with a high degree of flexibility at work place.

Job title: Technical Trainer – Professional Services
Work Location: Mauritius
Qualification: Bachelor’s Degree
Experience : 3+ years of experience
No of openings: 1

Roles and Responsibilities:

• Dual role – 70% training delivery and 30% professional services deployment projects
• Design, develop and maintain training curriculum for varying technical audiences. This includes updating curriculum and materials as new features are introduced. Help to create Stories and
• Use Cases to frame and elaborate the course learning goals in the context of real-world applications.
• Design, develop and maintain presentation content, quizzes, certification exam questions and a
• job-task analysis for training courses.
• Design, develop and maintain lab exercises and guides to give students hands-on experience in
• training labs and provide supporting material for post-training reference.
• Continue to develop the project Certification curriculum and process.
• Support field trainers to ensure engaging delivery of courseware to students
• Self-manage your projects with a high organization, report on updates, be accountable and keep
• your team abreast of project status.
• Develop strong working relationships with subject matter experts (inside or outside the company)
• to validate course design and content.
• Train trainers. Deliver beta courses as part of honing a course. You may occasionally co-teach a
• class with a new training partner as they ramp-up.
• Lead the Partner and End Customer training efforts to satisfy training demands.
• Continuous use of Customer Satisfaction metrics and to gain and apply feedback from students,
• trainers, and SEs from all training activities.
• Present the project cloud security assessments to Customer
• Create and deliver detailed and professional level documentation
• Understand System integration with SSO, AD, Proxies, Cloud API’s, VM’s & Firewalls
• Create evaluation test plans and implement DLP solutions

Required Skills:

• 3+ years of experience as a Professional Services Consultant with a proven track record and
• demonstrable skills at presenting technical information at the business executive level or at the
• architect level
• Excellent knowledge and experience with network security technologies including but not limited
• to: CASB, Proxies, NG Firewalls, SSL/IPSec, VPN’s, SSO, DLP, and Encryption.
• Working knowledge of HTTP(S), DNS and Layers 4-7.
• Experience in leading live and remote training sessions, preferably to a distributed audience.
• Experience writing clear step-by-step instructions to meet well-defined objectives
• Project management skills, including clear communications, to keep your team apprised of status
• and to get help when you need it
• Bachelor’s degree

Job title: Professional Services Engineer
Work Location: Mauritius
Qualification: Bachelor’s Degree
Experience : 5+ years of experience
No of openings: 1

Roles and Responsibilities:

• Understand the customer requirements and deliverables and create solution design deliverables
• Present the project cloud security proposed solutions to the Customer
• Create and deliver detailed and professional level documentation
• Understand System integration with SSO, AD, Virtual Machines, containers
• Understand Web Proxies, Cloud API’s, Firewalls, VPN & DLP solutions
• Create evaluation test plans
• Self Project Manage and deliver services on-time
• Create knowledge documentation and deliver hands-on knowledge transfer sessions to the Customer
• Working closely with customers and their Technical Team

Required Skills:

• 5+ years of experience as a Professional Services Consultant with a proven track record and demonstrable skills at presenting technical information at the business executive level or at the architect level
• Excellent knowledge and prior experience implementing network security technologies including but not limited to: Proxies, NG Firewalls, SSL/IPSec, VPN’s, SSO, DLP and Encryption gateways
• Demonstrable experience with systems installation, configuration and administration UNIX/Linux and Windows-based systems (prior Active Directory/LDAP experience desirable), MDM, Cloud APIs, strong Networking concepts
• Data Encryption technologies
• SIEM, Load Balancing Technologies
• Network and Security Architecture Experience
• Scripting Language (Python, bash)
• Data compliance regulations understanding: GDPR, HIPAA, PCI, PII, ITAR, GLBA, SOX, etc.
• Experience with working with Fortune 500 companies
• Travel required up to 33%.

Job title: Customer Service Representative
Location:  Wroclaw, Poland (Onsite)
Education: High School Diploma
Experience:  1+ years of experience in a Customer Service Role
No of Openings: 10+

Summary:

• Maintains direct contact with customers before and/or after the sale, via telephone, email, chat or through other social media platforms.
• Developing and maintaining positive customer relations (CRM) with clients/customers, which can substantially affect service and/or product revenue(s).
• Works with various departments to meet maintenance services sales goals.

Roles and Responsibilities:

• Handle all customer contacts (phone, email & live chat), following the Customer Service guidelines & procedures in a timely manner as per the defined SLAs (service level agreements).
• Should possess the right experience (customer support for maternal and female health products, dealing with new parents and first-time users) and can provide that natural empathy that only someone with direct experience can.
• Preferred candidates will be experienced mothers, Dads, and Grandparents interested in the role of helping first-time parents with customer products.
• Native fluency in German or Dutch languages.
• Agents will educate, advise, and be storytellers that help differentiate the Client’s service offerings from anything their competitors offer.
• Must possess excellent oral & written communication skills in the language desired.
• Must have strong customer service skills.
• Familiarity with using computers and basic system applications.
• Ability to effectively use online search engines at basic and advanced levels.
• Respond to all customer inquiries courteously and professionally, delivering world-class customer service that builds customer satisfaction and loyalty.
• Provide exceptional customer service at all times.
• Ensure all transactions are documented appropriately.
• Ensure to achieve all KRA and KPIs for the project.
• Maintain a high level of adherence and compliance towards policies, processes, and procedures.

Required Skills:

• Must have at least 6-12 months of experience in customer support BPO.
• High school diploma or GED, College preferred.
• Must be organized and detail-oriented with a strong focus on providing superior Customer Service.
• Excellent written and verbal communication skills, capable of providing that natural empathy that only someone with direct experience can
• A flexible team player who is willing to do ad-hoc tasks, quickly shift work priorities and take on additional tasks as needed.

Job title: VP – Enterprise Product Support Operations

Experience required: 10+ years of proven experience in enterprise product support, preferably in a leadership role

Location: Chennai

Summary : As the Vice President of Enterprise Product Support and Profit & Loss Management, you will play a critical role in leading and managing all aspects of white-labeled Enterprise product support operations while also being responsible for profit and loss management within our organization. This is a senior-level leadership position that requires a unique combination of strategic thinking, technical expertise, customer focus, and financial acumen. You will lead a team of support professionals, collaborate with cross-functional teams, and drive profitability by optimizing support operations and ensuring customer satisfaction

Roles and responsibilities

1. Leadership and Strategy:

• Develop and execute a comprehensive product support strategy aligned with the company’s overall business objectives.
• Lead, mentor, and inspire high-performing teams of product support professionals, fostering a culture of excellence, collaboration, and continuous improvement.
• Define clear goals, key performance indicators (KPIs), and performance metrics to monitor and evaluate the effectiveness of product support operations.
• Stay abreast of industry trends, emerging technologies, and best practices in enterprise product support, ensuring the organization remains at the forefront of customer support excellence.

2. Profit and Loss Management:

• Manage the financial performance of the support function, including revenue generation, cost optimization, and profitability analysis.
• Develop and monitor budgets, financial forecasts, and key performance indicators (KPIs) related to support operations.
• Identify opportunities for revenue growth, cost reduction, and process efficiencies to improve overall profitability.

3. Customer Satisfaction and Relationship Management:

• Foster strong relationships with key enterprise customers, serving as their trusted advocate within the organization.
• Drive a customer-centric mindset throughout the product support function, ensuring timely and effective resolution of customer issues and concerns.
• Collaborate with cross-functional teams, including product management, engineering, and sales, to gather customer feedback, identify areas for improvement, and drive product enhancements.
• Develop and implement strategies to proactively address customer needs, exceed service level agreements (SLAs), and enhance overall customer satisfaction.

4. Team Leadership and Development:

• Lead and mentored a team of support professionals, fostering a culture of collaboration, innovation, and excellence.
• Set clear performance expectations, provide ongoing feedback and coaching, and conduct regular performance evaluations.
• Identify and develop talent within the team, fostering a learning and growth-oriented environment.

5. Operational Efficiency and Continuous Improvement:

• Optimize product support processes and workflows to ensure efficient and scalable operations, leveraging automation and self-service capabilities where applicable.
• Implement robust incident management and escalation procedures to ensure the timely resolution of critical issues.
• Analyze support data and metrics to identify trends, areas of improvement, and opportunities for operational optimization.
• Drive continuous improvement initiatives, including training programs, knowledge base development, and the adoption of best practices, to enhance the expertise and capabilities of the support team.

6. Collaboration and Communication:

• Collaborate closely with cross-functional teams to provide insights, recommendations, and feedback on product performance, customer needs, and market trends.
• Establish strong communication channels with internal stakeholders, executive leadership, and customers, ensuring transparency and alignment on support-related matters.
• Present regular updates, reports, and executive summaries on product support operations, performance, and customer satisfaction to senior management.

Required skills:

• Bachelor’s degree in a relevant field (e.g., computer science, engineering, business) is required; a Master’s degree is preferred.
• Proven experience (10+ years) in enterprise product support, preferably in a leadership role.
• Strong knowledge and understanding of profit and loss management, financial analysis, and business metrics.
• Exceptional leadership skills with the ability to inspire and motivate a team.
• Excellent communication and interpersonal skills to effectively collaborate with diverse stakeholders.
• Demonstrated ability to develop and execute strategic plans to drive customer satisfaction and business growth.
• Technical proficiency and understanding of enterprise software products and technologies.
• Strong analytical and problem-solving abilities, with a data-driven approach.
• Proven ability to manage multiple priorities in a fast-paced, dynamic environment

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Job title: Director Enterprise Product Services – Delivery

Experience required: 5-7 years experience in an account or vendor management role in an Enterprise Product Support environment

Location : Chennai

Roles and responsibilities:

• Develop and implement strategic plans and activities to ensure all client objectives are met
• Provide strategic solutions to add value back into the client’s business
• Develop and manage the operating budgets. Lead process-improvement initiatives that deliver financial targets
• Ensure delivery managers are driving operations to consistently meet or exceed all internal and client-facing KPIs. Implement and conduct internal weekly, monthly, and quarterly business reviews to ensure world-class service to our clients
• Participate in client business reviews as scheduled. Assume accountability for the delivery of value-added account management services and provide an integrated view of operations across delivery locations and represent one organizational view to the client
• Oversee all aspects of the implementation of new clients as needed to ensure management, compliance, and reporting for all contact center operations including call volume forecasting and staffing, client service commitments, forecasted hours versus actual hours, etc.
• Manage administrative tasks such as contract renewals, invoicing, payment follow-ups, etc.
• Coordinate internal reviews and meetings as needed to deliver and exceed client expectations
• Develop and share operational best practices that establish positive employer-employee-client relationships and promote high levels of engagement
• Demonstrate an awareness of the range of services provided by Our Client and match them with the overall client strategy for program-level enhancement
• Facilitate client visits, audits, and tours while demonstrating knowledge and awareness of Our Client’s business and the ability to present this to suit client needs

Required skills:

• Minimum 5-7 years’ experience in an account or vendor management role in an Enterprise Product Support environment
• Experience in a Call Center Operations Environment or Project Management Team
• Experience in budget forecasting and management including P&L responsibility
• Experience with strategic initiative development and implementation, specifically with operating policies and procedures, and work process improvements
• Proven success with client-facing interactions as it relates to planning, business reviews, and business development
• Experience with strategic initiative development and implementation, including a progressively developing operating philosophy and approach
• Experience supporting multiple disciplines in a consultative fashion
• Strong analytical skills and ability to drive change and manage long-term projects
• Experience managing multiple client programs with varying service objectives, agent skill requirements, and technical solutions
• Excellent oral and written communication skills, as well as outstanding interpersonal skills
• This position will require travel

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Job title: Customer Support Representative
Work Location: Ebene, Mauritius
Experience:  0-6 Months (Freshers can also apply)
Education Qualification: SC (School Certificate)
No of openings: 50+ Openings

Roles and Responsibilities:                                                                                         

• As part of our team, you will provide a premium telephone and email service to our customers: private customers, professionals and various partners
• You will identify the needs and priorities of customers, in order to offer an adapted solution to their expectations
• You will make quotes, manage negotiations until the reservation is validated and additional products are sold
• You will guide the customer throughout the booking process until the vehicle is picked up: modifications, cancellations.
• You will guide the customer throughout the rental period: various information, questions about the vehicle, extension, change of return location.
• You are available for the customer after the drop off of the car to answer questions and deal with any disappointments.

Required Skills & Desired Skills                                                                                  

• Experience:  0-6 Months (Freshers can also apply)
• Excellent oral and written communication skills in French and English
• Has or has had commercial training or initial experience in the field of sales or services (tourism, hotels, travel agencies)
• Prior experience in customer relations is highly preferred
• Is tenacious and persuasive, with a strong results orientation
• Good telephone skills and service orientation
• Demonstrates commitment and perseverance
• Is dynamic, rigorous, and has a great capacity to adapt
• Willing to work weekends and shifts

Documents Required:

• Updated CV
• Current employer’s Last 3 months’ Payslip (If any)
• Attestation letter of your recent employer (If any)
• Academic qualifications documents
• National ID Card
• Utility Bill
• Passport Size Picture

Job title: Trilingual Player Support (German+English+Spanish)

Work Location: TerraCampus, Tres Rios

Qualification: High School Diploma

Experience: Minimum 1 years of relevant experience

No of openings: 6+ Openings

Roles and Responsibilities:

• Clarify player requirements; probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking.
• Review attentively to player needs and concerns; demonstrate empathy while maximizing the opportunity to build rapport with the customer.
• Greet players in a courteous, friendly, and professional manner, using agreed-upon procedures.
• Answer player questions related to websites, products, processes, and benefits.
• Maintain broad knowledge of client products and/or services.
• Manage chat, emails, and messenger effectively with proper grammar and enunciation.
• Process refunds as needed.

Required Skills:

• Proficiency in German Level >B2+                                                                                                                  
• Proficiency in English Level >B2+                                                                                                                  
• Gaming experience is mandatory
• De-escalate issues as necessary
• Understand player needs (read attentively, respond appropriately)
• Problem-solving
• Patience and willingness to help
• Strong customer service orientation and disposition
• Ability to work in multiple technical mediums simultaneously while remaining attentive to the player and their concern
• Multi-task

• Attention to detail
• Empathy
• Critical thinking
• Speed to solution

Job title: Customer Care Specialist
Work Location: Colombia
Experience: 6 months +
Education Qualification: High School
No of openings: 12

Roles and Responsibilities:

• Answers inbound phone calls, Chat and emails from customers, quickly assesses customer needs and proactively provides solutions with a high degree of accuracy. Provides superior customer service while handling inbound calls for product inquiry, order placement, and order follow-up.
• Documents details of customer interaction into system.
• Drives customer loyalty by providing excellent service, accurate product and service knowledge to customers and looks for ways to reduce customer effort in ordering, shipping, order inquiry and return/refund experiences.
• Keeps customers informed on the status of their order, reconciles errors in a cost-effective manner, resolves post-order issues such as returns and follows up to ensure all customer needs are fulfilled.

Required and Desired Skills:

• Advanced English
• Team building and learning.
• At least 6 months of experience in Customer Service
• Great communication skills and interpersonal skills
• Good analytical and problem solving skills

Job title: Technical Support Engineer

Work Location: Dalian, China

Experience: Minimum 1.5 years

Qualification: Bachelor’s degree in computer science, Engineering or equivalent

No of openings: 1

Roles and Responsibilities:

• Handles first level calls/cases from SL3/SL4 customers

• Case ownership, documentation and management

• Customer Management, Setting right expectation, Situation handling

• Driving case progression as per the SLA

• Utilizing tools and systems

• Working with relevant groups in the client organization (SE, Support Manager, L3) for case

progression and updates

• Backlog Management and meet the expectation set with customers

• Work on pending cases(backlogs) and drive towards closure

• Periodic follow up as per SLA defined by the client

• Process, Queue Adherence and SLA awareness

• Adhere to the process guidelines specified for the defined environment (SIP, ISO etc.)

• Knowledge Base Article Creation when there is an opportunity for it

• To contribute knowledge base and the knowledge sharing forum

• Improving customer experience and Building relationship

• Completing ACE and PCNSE certification within 120 days of go-live

Qualifications & Experiences::

• Bachelor’s degree in computer science, Engineering or equivalent or demonstrated skill

and/or related industry experience

• Good understanding of OSI Model, TCP/IP protocol suite (IP, ARP, ICMP, TCP, UDP, SNMP,

FTP, TFTP).

• Experience in VLANS, Tagging – IEEE 802.1q, 802.3ad, 802.1d, 802.1w.

• Experience in IPSEC VPN/SSL-VPN/NAT/GRE/

• Experience on routing protocols – RIP V1/V2, OSPF, and BGP

• Knowledge on Authentication Protocols like TACAS/RADIUS/802.1x

• Working knowledge on Cisco, Checkpoint, Juniper, Fortinet, SonicWALL, NetScreen, Juniper

SRX will be an advantage.

• Experience on troubleshooting tools like Sniffer, Ethereal, and Wireshark.

• CCNA, CCNP, Checkpoint Certification, CCSP certifications will be an added advantage.

• Knowledge of DHCP.

Language:

• Fluent English ability & Korean ability

Job title: L2 Mid Technical Support – GoLang
Work Location: Hyderabad
Experience: 4-6 Years
Education Qualification: Any Degree
No of openings: 6-7

Roles and Responsibilities:

• Project Lifecycles on development & maintenance projects, estimation methodologies, quality processes.
• Coordinate and work with client Engineering team / Tool owners.
• Good understanding of SDLC and agile methodologies is a pre-requisite
• Define strategies to provide world class support to end-users’ queries
• Logical thinking and problem-solving skills along with an ability to collaborate
• Act as the point of contact for escalations and handle them as per the escalation procedures         documented
• Ready to learn and adapt to new technologies, tools / applications, processes, and escalation procedures
• Participation in ad-hoc and recurring meetings
• Shifts: 24*5 (Rotational Monthly)

Required Skills

• Graduate and above in any field
• 5+ years of experience in application development framework and DevOps
• Good interpersonal, communication (English – verbal and written) and presentation skills
• Able to analyze the data, make data-driven decisions and should have an eye for detail
• Proficiency in the below tools will be preferred
• Dev Ops – Release Management, Puppet, Chef, Jenkins.

Good to have:

• Knowledge on Code repository such as Git and Github
• Knowledge on Code release management tools
• Cloud Applications (with Single Sign-On)
• knowledge of architecture frameworks, and design principles; ability to decipher & manage technology, performance engineering.

Technical Skillsets

• GoLang – Min Exp 2 Yrs
• Having good exposure in Jenkins for CI (Continuous Integration)
• Having good exposure to Release Management, Puppet, Chef,

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Job title: L2 Sr. Technical Support – Java/Python
Work Location: Hyderabad
Experience: 6-9 Years
Education Qualification: Any Degree
No of openings: 6-7

Roles and Responsibilities:

• Project Lifecycles on development & maintenance projects, estimation methodologies, quality processes.
• Coordinate and work with client Engineering team / Tool owners.
• Ability to perform project planning and scheduling, manage tasks and coordinate project resources to meet objectives and timelines
• Ability to work with business and technology subject matter experts to assess requirements, define scope, create estimates, and produce project charters
• Good understanding of SDLC and agile methodologies is a pre-requisite
• Define strategies to provide world class support to end-users’ queries
• Logical thinking and problem-solving skills along with an ability to collaborate
• Act as the point of contact for escalations and handle them as per the escalation procedures documented
• Take responsibility to coach, train and help team members to meet the skills required to do the job
• Ready to learn and adapt to new technologies, tools / applications, processes, and escalation procedures
• Participation in ad-hoc and recurring meetings
• Should be able to manage a team and handle cross functional communications
• Shifts: 24*5 (Rotational Monthly)

Required Skills:

• Graduate and above in any field
• 6+ years of experience in application development framework and DevOps
• Good interpersonal, communication (English – verbal and written) and presentation skills
• Able to analyze the data, make data-driven decisions and should have an eye for detail
• Proficiency in the below tools will be preferred
• Expert in one or more programming languages such as Java, J2EE, Spring, etc.
• Proficiency with Java, Java Beans, Java Servlets, and JavaScript.
• Sound knowledge of Linux and Shell scripting
• Sound knowledge in DevOps tools such as Jenkins, Kubernetes, Docker/Ansible and CI / CD deployment
• Knowledge on Code repository such as Git and Github
• Knowledge on Code release management tools
• Cloud Applications (with Single Sign-On)

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Job title: Account Manager – Telecommunications
Location: Chennai
Experience: 10- 20 years

Roles and Responsibilities:

• Manage a portfolio of accounts in Telecom unit selling all the service lines
• Manage the portfolio revenue and margin goals for the given financial year
• Drive KPIs, SLA’s and evangelize the adoption
• Lead customer relationship representing all service lines as portfolio leader
• Provide delivery oversight to fulfil contractual obligations as per the MSA and SOWs.
• Develop account plans, sales growth strategy and execute the same
• Interface with Marketing to support brand-building initiatives among potential customers
• Provide market feedback to the executive management team and identify opportunities that enhance our business and revenue
• Identify and implement comprehensive business development and sales strategies by leveraging Movate service offerings. Also position Movate’s expertise in identified areas, help create unique differentiators
• Define customer strategy / priorities for the practice, based on a clear understanding of customer needs and pain points
• Respond to RFPs working collaboratively with pre-sales and solutions teams
• Collaborate with delivery teams to ensure timely fulfillment of open requirements
• Provide inputs to solutions teams about market trends and competitive intelligence to sharpen solutions
• Identify potential strategic partners, alliances, and relationships on an on-going basis to grow the business
• Drive sales excellence and CSAT in collaboration with the delivery organization

Required and Desired skills:

• 10-20 years of relevant experience in IT Industry
• Should have experience of working with Telecom Clients and should have experience of Client Relationship Management/Account Management, Onshore and offshore delivery models
• Going beyond existing stakeholders, mapping new LOB’s / Stakeholders, and positioning Movate services around Digital Engineer Services
• Understanding of industry business trends and current challenges, and ability to carve potential opportunities based on internal capabilities and offerings
• Proven experience of successful client relationship management and delivering account growth within Microsoft Account
• Proven track record of being able to grow existing book of business be it upsell and cross sell services into other buying centers of the same organization
• Ability to connect and work with business, procurement, and vendor management organizations across multiple functions.
• Ability to work their way up the value chain through proactive proposals and thought leadership.
• Assertive, yet consultative sales acumen.
• A self-starter with a passion for Business Development.
• Strong understanding of market trends and ability to create end-to-end, multifaceted, go-to market strategy for service line.
• Experience in implementing best practices sales methodologies and techniques.
• Develop and optimize a sales pipeline, manage pursuit strategies focused on senior executives to deliver new client wins.
• Track record of meeting and/or over-achieving sales revenue targets by being able to match services offerings with customer needs

Position Title: Customer Service Representative

Location: Romania

Working Hours: 8AM to 5PM EEST Monday thru Friday (5×9); may be required to work other shifts to meet customer needs

Experience 

• Minimum 6 months -1 year of demonstrated customer service-oriented experience

Functional Skills 

• High level Integrity, understand & abide by our business practices
• Willingness to learn (LOB specific product/service, policies & processes), execute and improve
• Ability to effectively navigate through desktop tools, applications and websites
• Basic Knowledge on MS Office
• Excellent Problem solving skills with proficiency in identifying issues by performing Root cause analysis
• Proficiency in keyboarding (30+wpm), Windows-based applications, internet and web browsing
• Ability to utilize various documentary and personnel resources to craft case-specific action plans
• Ability to work with a sense of urgency
• Ability to spot and report areas for continuous process improvement
• This role is temporarily remote due to COVID-19.
• You must be able to work assigned shifts during the center’s hours of operation: 8AM to 5PM EEST Monday thru Friday (5×9)
• Bachelor’s degree in Computer Engineering, Management Information Systems or equivalent degree/experience preferred.

Soft Skills:

• Must possess excellent oral and written communication skills in German/French/Italian + English
• Ability to express precisely and with clarity
• Excellent listening & Probing Skills
• Exhibit strong interpersonal techniques – is positive, pleasant, respectful and customer focused
• Ability to express empathy and exhibit a desire to help others
• Provide case handling that is unique and based on each individual customer’s specific needs and schedule
• Ability to de-escalate difficult customer issues to full resolution
• Focus on creating a satisfying experience for the customer by using professional customer service techniques, personalizing and focusing on adding value
• Ability to cope with stress and to remain calm in all customer service situations – remain patient, polite and provide excellent customer service
• Preferred to have trouble-shooting experience with VoiP/Cloud PBX systems / cloud telephony technology
• Ability to handle high volume of tikets, phone calls, and chats.
• Being a true team player is a must.

Job title: Welcome Center Agent
Work Location: Ultra Lag
Experience: 6+ months in Contact Centres
Education Qualification: High School Diploma

Roles and Responsibilities:

• Customer Support in technical matters.

Required Skills & Desired Skills:

• 6+ months in Contact Centres
• High School Diploma
• Previous Technical Support experience
• ADVANCED Oral English