Description
Senovo IT is urgently looking for a Costumer Service/Call center operator in Budapest for a long term assignment.
Skills/experience:
0-1 years of experience.
IT Degree is nice to have
Job Description:
Call and Incident Handling
Provide first level call, email, and chat support to customer's PC, including software and hardware related issues.
Assign unsolved cases to the appropriate IT teams.
Log all calls in the Helpdesk tracking database in English simultaneously with handling the call in native/fluent language
Instruct users on ICT processes
First Call Resolution Index
Call Answering Time
E-mail logging time
Abandoned call rate
Adherence to quality requirements
Resolution Time (Mean Time To Resolve a Ticket)
Customer Satisfaction Survey Results
Call & Ticket creation ratio
Knowledge management
Help to improve and implement new technologies, tools, processes and policies
Document new technical solutions
Document and share best practices and with other colleagues
Please apply for immediate consideration.