We would love for you to explore other opportunities within Asurion.
- Undertake service requests for customers ensuring compliance with Asurion's policies and procedures carrying out effective note taking on calls
- Providing technical expertise on inbound calls or other electronic input (e.g. website, CHAT or email) from customers for the purpose of resolving customer issues with devices (e.g. laptops, tablets, smart phones and other consumer electronics) and software
- Identify customers in line with company, regulatory and legislative requirements
- Ensure each interaction with a stakeholder of Asurion meets the agreed quality framework (HERO) employing initiatives to achieve a high-quality score
- Maintain a high level of customer service with all stakeholders employing initiatives to achieve a high net promoter score (NPS)
- Educate oneself with technology and keep up-to-date with changes particularly in the device protection/consumer home technology space
- Ensure you are always in the right place, at the right time (adherence) as per your agreed roster
- Respond to in the game/moment feedback and coaching sessions taking pro-active actions to meet your agreed commitments
- Use knowledge-based systems and other tools to deliver technical support solutions
- Processing service requests and managing enquiries related to handset protection and digital products
- Support initiatives that exceed customer expectations through a range of channels including but not limited to calls and online chat
- Making sales or recommendations for products or services that best suit client needs
- Maintain the necessary skills and competencies needed to excel in the role.
- Meet the agreed individual and team performance targets and development plans
- Meet the established performance targets to achieve service excellence / operational efficiency
- Share technical solutions and knowledge with the team and contribute towards best practice
- Demonstrate a strong One Team attitude working collaboratively with Soluto team members and colleagues across Asurion and its clients
- Demonstrate emotional resilience and exhibit a can do, positive and results focused attitude
- Participate in development and activities within Care that enhances engagement, teamwork and vision.
- Any other responsibilities as directed by your manager.
- Undertake service requests for customers ensuring compliance with Asurion's policies and procedures carrying out effective note taking on calls
- Providing technical expertise on inbound calls or other electronic input (e.g. website, CHAT or email) from customers for the purpose of resolving customer issues with devices (e.g. laptops, tablets, smart phones and other consumer electronics) and software
- Identify customers in line with company, regulatory and legislative requirements
- Ensure each interaction with a stakeholder of Asurion meets the agreed quality framework (HERO) employing initiatives to achieve a high-quality score
- Maintain a high level of customer service with all stakeholders employing initiatives to achieve a high net promoter score (NPS)
- Educate oneself with technology and keep up-to-date with changes particularly in the device protection/consumer home technology space
- Ensure you are always in the right place, at the right time (adherence) as per your agreed roster
- Respond to in the game/moment feedback and coaching sessions taking pro-active actions to meet your agreed commitments
- Use knowledge-based systems and other tools to deliver technical support solutions
- Processing service requests and managing enquiries related to handset protection and digital products
- Support initiatives that exceed customer expectations through a range of channels including but not limited to calls and online chat
- Making sales or recommendations for products or services that best suit client needs
- Maintain the necessary skills and competencies needed to excel in the role.
- Meet the agreed individual and team performance targets and development plans
- Meet the established performance targets to achieve service excellence / operational efficiency
- Share technical solutions and knowledge with the team and contribute towards best practice
- Demonstrate a strong One Team attitude working collaboratively with Soluto team members and colleagues across Asurion and its clients
- Demonstrate emotional resilience and exhibit a can do, positive and results focused attitude
- Participate in development and activities within Care that enhances engagement, teamwork and vision.
- Any other responsibilities as directed by your manager.
About Asurion
At Asurion, every one of us is a leader, from individual contributors to the senior team. We utilize our 5 Leadership Principles to help align and guide us in our everyday interactions.
- Put Customers First
- Play A Team Sport
- Take Ownership
- Collaborate and Then Commit
- Reach Full Potential
Asurion helps more than 300 million people around the world unlock their technology's untapped potential. We create innovative technology solutions that help keep consumers connected, from comprehensive protection to smart tech help that redefines expertise. Partnering with leading wireless carriers, retailers and pay-tv providers, Asurion's 16,000 employees deliver a seamless, award-winning customer experience, anticipating their needs and providing tailored services reachable within one touch.
