Our Appliance Technical Experts (Warranty Agents) enjoy helping customers learn about, isolate and diagnose issues. They
have a call center or workflow-oriented background, and world-class customer service skills.
The primary focus of this position will be delivered as a technical expert of relevant information and
resolution to our Client’s customers via phone, regarding claims and warranties for various appliance
items.

Manage incoming calls in the Appliance Department
• Assess customer’s needs and guide the customer accordingly
• Resolve product or service problems by clarifying the customer's complaint; determining the
cause of the problem by troubleshooting; selecting and explaining the best solution to solve the
problem; expediting correction or adjustment; following up to ensure resolution
• Follow communication guidelines and policies
• Provide white glove treatment to customers
• Ensure KPI’s are met
• Use critical thinking to help customers
• Demonstrates knowledge and use of departmental resources, policies and procedures
• Maintains acceptable call lengths, while remaining friendly, informative and helpful
• Maintains productivity and quality standards
• Ensure no abuse while on the production floor such as hold\wrap abuse etc

Required Skills and Abilities

• Excellent Communication Skills
• Proficient use of English language, articulate and professional demeanor
• Neutral Accent
• Excellent Customer Service Skills
• Good technical skills
• Ability to show empathy
• Ability to demonstrate excellent service and rapid issue resolution
• Good interpersonal skills
• Teamwork, discipline and time management
• Stress Management Skills
• Ability to be flexible and adaptable
• Computer Proficiency (Ability to navigate and operate computer applications, browsing, email
etc.)
• Ability to type 30 wpm with at least 80% accuracy
• Logical Thinking Skills
• Multitasking skills
• Knowledge of general and household appliance items is a plus
• Good Problem Solving and Troubleshooting Skill

• Minimum 3 CXC passes or equivalent qualification or a combination of experience and
related skills and the ability to pass internal assessments.
• Previous BPO experience required
• Previous Technical Experience/knowledge is desired