The job
Customer support for one of the world's tech-leading companies
When you start working with us, we will first of all send you what you need to do your job, a PC, keyboard + mouse and headset. Then, your first working day will be an "on boarding day", where you will get a clear introduction to what is expected of you in the job, and what you can expect from us. Furthermore, you will also have the opportunity to meet your TM and other support roles in the company. Then, for the next 4 weeks, you will undergo Webhelp’s comprehensive training according to what the job entails.
In short, this job is about creating good customer experiences by solving the many different problems they may have with their mobile phones, tablets, and PCs. In order to carry out the task itself, we will give you good training in how to achieve results, how to talk to different types of customers and how to use the client's tools to solve most problems the customers may experience. Among other things, you will get access to a knowledge database where the most common (and some of the rare) problems customers call in about will be listed with a detailed procedure for solving the problem.
It is important that you always log customer inquiries carefully with a focus on product and the problem at hand, for example so that trends of problems can be identified. This is to make sure that it is caught if there is a new problem for which guidelines should be created. Also, documenting the interaction means the next advisor will know where you left off in case the customer has to call us back. This means that your job will probably be a little repetitive at times, with different customers calling in about the same problems. But at the same time, this is an exciting job where you will meet many different personalities during a working day.
It is also the case that for this job you will be given responsibility for constantly following the routines, rules and procedures for performance and safety. Therefore, this is a job where there are strict requirements for effort and goal achievement, where we continuously keep track of how you perform in relation to predefined target figures such as average handling time, issue resolution rate, customer satisfaction and so on. We will coach you so that you will be able to deliver according to our and the client’s expectations - this in turn so that the customers you speak with will experience an exceptional good service!