Who we are?
Stefanini is a full-service global provider of offshore, onshore and nearshore IT services, including application development and outsourcing services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world. We have over 25,000 employees across 77 offices in 40 countries across the Americas, Europe, Africa, Australia, and Asia.
Position is responsible for interacting with customers, company sales and/or service representatives via telephone, email, text, chat or through other social media platforms, to handle a variety of pre-sales or post-sales service functions. Receives customer requests and prepares documents/trouble tickets related to processing returns (RMA), servicing and exchanges.Developed knowledge and skills through formal training and considerable work experience. Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from the accepted practice. Attendance and schedule adherence are requirements of this position.
Provide service center functions that support customer needs, including licensing, channel returns, contract and contact updates. Provide service center functions that support the customer operating model in a cost-effective manner, including outbound campaign support and lead processing, channel return processing, directory assistance, entitlement checking and reception support. Deal with non-technical customer requests including recording, responding and appropriately routing requests using defined processes and procedures, with minimal supervision. Work with minimal supervision prioritize backlogs; escalate issues according to group procedures. Act as liaison for the customer, conveying valuable information, assisting in the resolution of issues and enabling clients to provide feedback on customer solutions. Keep updated on policies, procedures, processes, products and organizations related to customer functionality scope. Provide input into published lists of Frequently Asked Questions (FAQs). Work in conjunction with other Operations and customer business functions to support their Customer Experience requirements while driving a level of standardization across the business. This includes the development, improvement, measurement and maintenance of relevant processes, policies, systems and operating procedures.