Customer Service Specialist (2)


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2x Customer Service Specialists

  1. Overview

PECB is looking to hire two (2) enthusiastic Customer Service Specialists to join its team in Prishtina, Kosova. The top priority of the role will be to help our organization provide top-notch service to our Clients, Partners, Trainers, and Distributors worldwide. The Customer Service Team works proactively in a fast-paced environment to monitor customer orders and ensure a seamless delivery to the customer. In the event a customer should contact our support team via phone, email, chat, social media, or in other ways, we empower and need our Customer Service Team to resolve the issue.

We are looking for individuals that love helping other people, and have a good grip with technology. The role requires balancing technology and human empathy to build customer trust and loyalty. The right candidate will be required to have technical problem-solving skills, being computer literate, and proactive interaction with customers by engaging over multiple communication channels such as Live Chat, Ticketing, Email, and other instant messaging applications. CSMs play an important role at PECB by being positioned in the front line and handling support inquiries with an eye on feedback and suggestions. At PECB we strongly believe in continues improvement, and we welcome to apply all candidates interested in using this opportunity to join a global company and become part of a collaborative, and fast-paced professional environment.

If you possess the required skills and you are passionate for helping others, this job is for you.

  1. Job Purpose

PECB is a customer-centric organization considering its customers as its greatest source of learning. The new Customer Service Specialist will be joining an existing and experienced team and among others, will be supporting one of top PECB’s Partners. The purpose of the position will be to promote and improve our customer service values by offering high-quality service before, during, and after customers complete their transactions.

  1. Typical Duties and Responsibilities
  • Troubleshoot and resolve customer service inquiries while building a relationship with the customer
  • Strictly monitor the PECB Ticketing System by following active procedures in place.
  • Collaborate with the other CSMs and the rest of PECB staff to provide the best response/solution possible to the customers.
  • Constantly offer support and manage incoming calls, emails, chats, and/or interactive voice response systems.
  • Assist PECB customers in understanding how our digital system works and gain the most value out of our services.
  • Coordinate efforts closely with internal departments to provide adequate solution to customers.
  • Provide high quality service to improve the overall Net Promoter Score.
  • Handle every support case with the utmost level of professionalism and empathy.
  • Rotate shifts with the other CSMs and work during public holidays.
  • Invigilate PECB online exam sessions.
  • Complete other administrative tasks related to online examination.
  • Keep up with the latest digital system, and process changes to provide adequate and accurate guidance to the customers.
  • Draft support scripts, FAQs, manuals (both textual and video formats), and contribute in updating and expanding the PECB knowledge base available through the PECB Help Center.
  1. Preferred Qualifications
  • Bachelor’s degree in Computer Science or any other IT related fields is preferred; Proficiency in English (written & verbal);
  • 1 to 3 years of relevant proven professional experience;
  • Advanced knowledge of computer systems and MS Office applications;
  • Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment
  • Excellent communication and relationship building skills, including active listening, and presentation skills;
  • Strong organizational and time management skills with the ability to multi-task in a high paced, dynamic environment;
  • Experience working with customers and colleagues located in different time zones;
  • Willingness to work in two shifts (morning: 08:30am to 05:00pm / afternoon: 03:00pm to 11:00pm)
  • Work well independently with minimum supervision; Excellent interpersonal skills.
  1. Job Type: Full-time
  1. Working hours: Day-shift 8-30 AM to 05:00 PM | Night-shift 03:00 PM to 11:00 PM.
  1. Job location: Prishtine, Republic of Kosovo

Before applying we recommend you read about our Corporate Culture to have an understanding on what kind of people are we looking for:

To apply, please submit your application before March 19, 2021, at Become part of PECB | PECB

Resumes sent via other means will not be considered. Only shortlisted candidates will be contacted.

Shikime 2011
Kategoria Informatikë
Skadon 18 ditë
Orari Full Time
Lokacioni Prishtinë
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