Customer Support Representative - Senior Level

• As a Concierge Support Representative, you will work in a call center environment delivering end user service support and solutions for Products.
• You will provide in-depth customer assistance by supplying order status, troubleshooting issues, following up on changes, tracking shipments and using a full range of administrative solutions to help customers resolve service requests.
• You will be responsible for calling customers and answering daily incoming calls and emails while prioritizing and satisfying customer support needs.
• As a Concierge Support Representative you will handle support escalations and provide the best solutions for each customer case by exercising good judgment within the defined procedures and practices to satisfy the customer while adhering to the established policies.
• You will demonstrate a high level of customer relationship and communication skills with complex customer service situations and will present an image that is consistent with the professionalism and leading edge quality of the Sony name.
• Your efforts will drive our customer net promoter score which is one of our key business KPI’s.
• You will update and maintain customer case data in our Salesforce CRM system and update and maintain data in our SAP transactional system along with other forms and reports by accurately documenting the data/ details of each customer's situation, issue and resolution.

Other requirements:

• College education preferred.
• 3-5 years Call Center experience is required.
• Previous experience and/or training in a consumer electronics product environment is a plus.
• Salesforce and SAP transactional system experience is a plus.
• Good knowledge of PC application software/hardware, Windows operating system and MS Office applications.
• Fluency in English required with good telephone and written communication skills. Bilingual is a plus.
• Excellent interpersonal and time management skills are required.
• Good problem solving abilities and aptitude to understand and explain information to technical and non-technical customers.
• Demonstrate an ability to learn quickly, work on his or her own initiatives and be part of a team to develop and maintain excellent customer service

Thanks & Regards

Zaffarulla Sharief

Technical Recruiter

C: 510-216-1024