Dutch-speaking technical support in Sofia, Bulgaria
- Location
- Sofia, South-West, Bulgaria
- Salary
- TBD
- Job type
- Contract
- Fluent Language
- Dutch
- Category
- Call Centre, Customer Service
- Job Reference
- ProximusSofia
- Posted on
- 13 Nov 2024
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About the Role:
About Proximus:
Proximus is a leading international telecommunications company headquartered in Belgium, focused on creating a trusted digital world that empowers people and businesses to flourish. We provide innovative ICT services, Proximus TV, internet, fixed and mobile telephony, and other digital solutions across Belgium and the EU.
Role Overview:
As a Front Office Technical Agent (FOT), you’ll serve as the first point of contact for customers experiencing technical issues with Proximus services, including fixed and mobile networks, broadband, and television. Your role will involve troubleshooting technical issues, offering empathetic and structured support, and identifying sales opportunities during customer interactions.
Responsibilities:
- Handle technical support queries via calls and occasional chat.
- Diagnose and troubleshoot issues with Wi-Fi, TV, and mobile services.
- Resolve account access and connectivity issues (e. g. , GPS signal, remote control functions).
- Proactively offer product upgrades when applicable to enhance customer experience.
- Follow CRM-guided processes to provide consistent and effective solutions.
Requirements:
- Languages: Native Dutch speaker (preferably Flemish); basic English is a plus.
- Experience: Prior experience in sales, customer service, or a BPO environment is an advantage.
- Skills: Proficiency with PC and CRM systems, clear communication, and strong listening skills.
- Personal Attributes: Empathy, patience, a commercial mindset, flexibility (including evenings and weekends), and resilience under pressure. Interest in the telecom sector is a plus.
Working Hours and Conditions:
- Full-Time/Part-Time: 40 hours/week preferred for full-time; part-time available (minimum of 30 hours/week).
- Schedule: Monday to Friday, with occasional weekend shifts.
- Breaks: Paid breaks (2 x 15 minutes) and an unpaid lunch break (1 x 30 minutes).
- Performance Metrics: Measured by sales targets, punctuality, and attendance.
- Hybrid Model: Office-based for the first shift, with the option to work from home for the second. Fully remote work available on weekends.
Compensation and Benefits:
- Salary: Competitive base salary with bonus commissions.
- Extra Benefits: Private health insurance and relocation package (includes flight ticket, initial taxi transport, and assistance with initial housing).
- Training: Comprehensive training provided.