PeopleCert is a global leader in certification industry. We certify professionals on highly-valued methodologies and essential business skills.
The Customer Service Agent is responsible for dealing with and properly responding to customers’ technical or product enquiries by handling inbound and outbound international calls.
PeopleCert customer support services may be provided through chat, phone or e-mails. The Customer Service department operates with rotating shifts, 24 / 7 / 365.
Ensure that customer enquiries are dealt with in accordance with the performance and service standards as laid down by PeopleCert
Ensure that relevant correspondence is handled within the set KPI standards
Ensure that all complaints and enquiries relating to the work are answered in accordance with set procedures and guidelines
Monitor, delegate and answer all queues from inbound requests i.e. email, chat and phone within set KPI standards
Work effectively in a team environment and liaise with other teams, in order to get the job done and reach the best possible results
Carry out any reasonably allocated duties and tasks, relevant to the role and the scope of activities by applying a flexible & adaptable customer centric approach to serve PeopleCert’s multinational presence and global operations across multiple time zone
Bachelor’s degree any discipline
Minimum 1-year experience in similar position / function
Passionate with Customer Service
Excellent knowledge of English (C2 level certification desired, or C2 IESOL certificate would be a plus) and Italian (C2 / native)
Excellent interpersonal, verbal, and written communication skills
Well organized, self-driven, flexible and able to work in a high-volume, fast-paced, and deadline-driven environment
Prior working experience in the certification of persons and / or training and exam fields would be considered an advantage
Advanced computer literacy is required. ECDL Advance level certification would be considered a plus
Ability to work in rotating shifts (including some nightshifts per month)
Ability to work from home
Work in an international, dynamic and fun atmosphere among young and smart people
Huge learning experience in using best practices and cutting-edge technologies