Technical Call Center Specialist

Location: 

Dubai, DU, AE

Function/Branch:  Operations
Type of contract:  Permanent Employee

Our Company

Technogym inspires 55 million daily users to train using our innovative & engaging solutions for fitness, sport and health. By promoting the wellness lifestyle of exercise, a balanced diet, and a positive mental approach, Technogym has rapidly grown into a success story of over 2,400 employees at 14 branches, expanding to more than 100 countries and has been selected as Official Supplier to 8 editions of the Olympic Games - from Sydney 2000 to Tokyo 2020.

If you are a team player with strong relationship skills and an international approach, eager to invest your energy in building dreams, you have the right spirit to join Technogym! You will naturally fit with our culture if you work out and live a healthy lifestyle, are pro-active, determined and digital savvy. Move with us for a better world!

About the Role


If you thrive to work in the Services field and you are obsessed with care users' satisfaction, this is the position for you! One of Technogym’s goals is "Satisfying 100% of our customers and end-users". Our Services teams are always trying to improve their service quality to have the best fitness experience anywhere.

We are looking for an energetic and results-driven Technical Call Center Specialist who will be responsible for recording, administering and managing incoming customer issues, queries and complaints, striving for customer satisfaction at all times through professional expertise.

 

This role plays a key part in providing a high-class level of service in terms of 'First Time Fix Rate' and 'Time to Service'.

Responsibilities


  • Guarantee timely, complete resolution of problems reported by clients via telephone or email support, through the delivery of parts and/or scheduling of on-site visits by the Technical Engineers
  • Handle support requests originating from clients and transfer of the resultant parts order to the back office
  • Guarantee customer satisfaction by professional technical assistance standards related to costs, service quality and quickness
  • Guarantee product data collection from the market
  • Manage the collection feedback data related to the products
  • Proactively support CATs in order to keep support costs down
  • Effective recording and management of incoming cases (Technical issues and queries) and Customer complaints
  • Act as first-line troubleshooting and timely escalation to meet customer SLA’s
  • Interact with Service Teams to ensure timely resolution of issues in line with Customer SLA’s
  • Maintain data accuracy within the working systems at all times


Requirements


  • 1-3 years’ experience in a call center environment or in a customer service support role
  • High School Diploma or Bachelor Degree
  • Strong phone and verbal communication skills along with active listening
  • Knowledge of customer service practices and principles
  • Familiarity with CRM systems
  • Customer focus and adaptability to different personality types
  • Ability to multi-task, set priorities and manage time effectively

 

Passion for sports, enthusiasm, humility, pro-activity, and ethics complete the desired profile


Technogym is an Equal Opportunity Employer


We are an equal opportunity employer and value diversity at our company. We welcome applications from all members of society irrespective of age, sex, sexual orientation, race, religion or belief.

Discover your potential with a career at Technogym, where work means loving what you do, taking on challenges, learning from others, sharing a vision and making it come true