Dutch/Flemish Front Office Technical Agent

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As a Front Office Technical Agent, you play a crucial role in a prominent international telecommunications company. Your responsibilities include delivering internet, telephony, and data services. You focus on providing essential ICT services to corporate clients, ensuring seamless connectivity and support. Additionally, your role involves facilitating a diverse range of TV channels and an app for residential, enterprise, and public markets.

Responsibilities

• Serve as the primary point of contact in the Front Office Technical (FOT) department for customers facing technical issues.
• Handle customer inquiries related to fixed and mobile networks, broadband, carrier coverage, television, etc.
• Primarily engage with customers through calls and occasionally through chat, with no email communication involved.
• Advise and assist customers on various technical issues, such as login difficulties, GPS signal problems, WIFI/TV connection issues, malfunctioning remote control devices, and more.
• Utilize tools, including Dare, to efficiently and promptly find solutions for customer problems, aiming for a "First Time Right" resolution.
• Use the expert system to support fixed processes in solving customer issues.
• If the problem persists after all steps are checked, schedule an appointment for on-site intervention.
• Transfer requests to the second line agent when they exceed the technical competencies of the Front Office Technical Agent.
• Identify and leverage sales opportunities during technical customer care conversations, promoting the adoption of new products or services when appropriate.

Requirements

• Dutch or Flemish (C2) + English (B2)
• Strong communication skills (oral and written)
• Sales/Commercial or Customer care experience (ideally in BPO sector but not required)
• Interest in the the telecom sector is an asset but no technical background required
• Maintain a friendly and helpful phone manner to prioritize customer satisfaction (CSAT).
• Balance technical knowledge to align with CRM system directives.
• Communicate effectively with structured articulation, active listening, and summarization.
• Demonstrate flexibility in working evenings and weekends.
• Adaptability to absorb and apply extensive information, with comprehensive on-the-job training provided for motivated candidates.

Our offer

• Paid training
• Fun, people-oriented call center
• Market-based basic salary
• Growth opportunities
• Private health insurance
• Relocation Package

Location

Sofia (Bulgaria)

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