Technical Call Center Specialist

Your Role

If you thrive working in the Services field and you are obsessed with ensuring care user satisfaction, this is the position for you! One of Technogym’s goals is to satisfy 100% of our customers and end-users. Our Services teams are always aiming to improve their service quality, to provide the best fitness experience anywhere.

We are looking for an energetic, 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.

In this role, you will play a key part in providing a high-class level of service in terms of ‘First Time Fix Rate’ and ‘Time to Service’.

• Guarantee timely, complete resolution of problems reported by clients via telephone or email support, by delivering parts and/or scheduling on-site visits by Technical Engineers
• Handle support requests originating from clients and transfer the necessary parts order to the back office
• Guarantee customer satisfaction through professional technical assistance standards in terms of costs, service quality and speed
• Guarantee product data collection from the market
• Manage the collection of feedback data related to products
• Proactively support CATs in order to keep support costs down
• Effectively record and manage incoming cases (technical issues and queries) and customer complaints
• Act as the first-line for 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

Ideally, you are passionate about working out, enthusiastic and proactive, while also down-to-earth and ethical. You are customer-focused and able to adapt to different personality types.

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

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.

Nearest Major Market:
New York City
Nearest Secondary Market:
Newark