Regional Solar Call Center Agent for APAC

Job description

The Regional Solar Customer Call Center Help Desk team provides a single point of contact (one common e-mail) for any customer willing to interact with the Solar organization.

This CC agent is in charge of collecting all necessary information related to cases and provide the first level of support, she/he has the capacity to interact with the local country organizations and our expert support level (L3). Additionally, she/he remains accountable on every case until closure, being responsible to drive and push to get responses from other teams in the organization.

· Call Center Help Desk – Main functions
· Provide customer with single e-mail support
· Respect of the country set-up processes when applicable (Local service represent for specific customer or country)
· Ability to access cases from our global CCC.
· Support in Australian English, Indian English and Singaporean English
· Monitor dedicated e-mail account and BFO queue.
· Phone call capabilities - Call back customer upon request (no open line)
· Acknowledge support request and contact customers within 24 business hours
· Active support from Monday to Friday local business hrs (depending on location of help desk resource).
· Acknowledge with automatic reply
· Case escalation to L3 Experts -> R&D
· Coordinate with local service teams for on-site interventions when required
· Case ownership – accountable to follow cases from creation until closure
· Support customers and the sales team with order processing, general queires, stock levels, credit information, logistic and basic product information with the objective of continuous improvement and maximizing customer's satisfaction

Desired profile

Qualifications :

·  Female or Male
·  Bachelor Degree in any field
·  Perfect command of English (Need to talk perfectly with Australian, Indian and American English speakers)
·  Minimum 1year experience in Customer care / order management / purchasing/ logistic & warehouse / sales administration that deal with order management
·  Understanding business model and acquire product knowledge
·  Posses a good communication skill, service mind & proactive
·  Good in problem solving
·  Good in Excel and computer proficient