We are looking for appropriate candidate for the position :
Product Specialist
Miejsce pracy: Gorzów Wielkopolski
Responsibilities:
- Driving good client technical product knowledge process, to allow acceptable efficient operation and great customer service.
- Analyzing product logging and reporting different sources to understand and improve product quality, reduce dispatch and reduce customer interaction time (AHT).
- Providing Fast feedback on new issues / additional volumes and close contact with local backline and FFL (Fast Feedback Loop) team.
- Reporting technical issues in the CRM system .
- Developing the right troubleshooting steps in order to back up center agents to make the right assessment on the issue of the consumer TV.
- Publishing top failure and advise action plans with client product groups.
- Creating product quality reports (Incident rates / AHT analysis).
- Driving action plans across client to improve product quality.
- Working with local operations (call center agents / training team etc.) and business groups to understand and allow for variations in products and user environments.
- Ensuring that call center Agents are briefed, and knowledge maintained.
- Product Training input (New and Refresh).
- Managing of product escalations and requests for information from website based queries.
- Operating issues in English. Other languages extremely beneficial. Ready to travel occasionally.
Requirements:
- Vocational or bachelor level with no predefined needs but good technical background.
- Excellent analytical skills.
- Strong verbal and written communication skills.
- Ability to work under time constraints and meeting deadlines.
- Open and challenging mindset.
- Excellent English (German language would be of advantage).
- Experience in Customer Service (Back Office / Tier 2) would be advantageous.
- Excel and PowerPoint skills required.
What we offer:
- Interesting and responsible job in an international company.
- Technical and know-how back up.
- Possibility of personal development.
