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EMEA SALES AND SUPPORT AGENT

Date: Jan 10, 2018

Location: East Kilbride, GBN, GB

Company: Micron

 

Req. ID: 106701 

Sales and Support Agent is the primary interface with our customers, both internally and externally. This role involves providing pre and post sales support to customers, both in a sales and technical context, across a variety of contact channels.  This support will be offered in line with our Brand Pillars and Customer Promise.

 

 

Key Responsibilities:

 

  • Provide front line contact, handling inbound customer contacts from a variety of channels including, but not limited to, calls, emails and chats.  This support will be in English and other languages as required.
  • Provide support to internal customer using dedicated helpdesk.  This includes peer to peer guidance and coaching on solutions.
  • Take full ownership of resolving customer issues, in one contact where possible, through questioning, problem solving and fact based decision making.
  • Follow department policies and processes to complete agreed resolution actions, using approved systems and tools.
  • Provide one-on-one instruction and support to customer, depending on their needs.
  • Maintain product knowledge and technical support knowledge levels in line with agreed baseline and Level 2/Level 3 standards.
  • Maintain a high level of customer service/professionalism to a wide range of customer bases, from consumer to business in line with brand pillars.
  • Be prepared for 1:1’s and feedback sessions by actively talking about performance, taking ownership of agreed actions and following up with supervisor as required at future sessions.
  • Demonstrate operational awareness and flexibility in the servicing of our customers, e.g. adjusted break times, coordinating activity with other team members.
  • Take initiative and contribute to team meetings, training activity, maintaining support material.

 

 

Qualifications:

 

  • Experience in a customer support environment with a proven track record of success.
  • Fluent in English & Spanish – both written and oral.
  • Another language may be required – both written and oral.
  • Excellent written and verbal communication skills.
  • Self-motivated and ability to forward think.
  • Goal oriented with proven ability to deliver results.
  • Ability to work in fast-paced and quick changing environment.
  • Ability to work independently or with a team.
  • Ability to communicate ideas and express creativity.
  • Strong interpersonal skills.
  • MS Office and IT proficiency preferred.
  • Attention to detail and multitasking ability a must, including while working under a sense of urgency.

 

 

Travel requirements:

 

Regular business travel is not a core requirement of this role.

 

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