· Respond promptly and professionally to incoming communications across various channels, including calls, chats, and emails, ensuring alignment with operational goals and maintaining appropriate speech quality standards,
· Forward problems that cannot be resolved in the initial contact with the customer to relevant departments,
· Have detailed knowledge of the product for all kinds of information and keep information up-to-date to present the product according to customer needs utilizing necessary resources effectively (website, training documents, etc.),
· Participate in product and screen training to provide accurate information to customers,
· If necessary to follow up and inform customers whose problems or requests have been resolved, make a call as soon as possible,
· Adapt to working days, hours, break, and meal schedules,
· Take actions based on feedback from Team Leader and upper management,
· Demonstrate the necessary performance to achieve project-specific KPI targets,
· Master and use the programs used in the project correctly.
Mplus is a European leader in business process and technology outsourcing (BPTO). It operates as part of the BOSQAR INVEST group, serving as its BPTO vertical, which includes the parent company, M Plus Croatia d.o.o, along with its subsidiaries.
Mplus successfully integrates the dynamic industries of contact centers, information technology, and employment services to address global challenges in customer support. Through its innovative business model, Mplus has built a diverse portfolio of clients, including leading European and global telecommunications, financial, technology, energy, logistics, and consumer goods companies.
With operational centers across 42 sites in 13 countries, the Mplus community comprises over 12,800 employees who deliver top-notch customer experiences in over 32 languages.
In addition to its presence in Croatia, Mplus operates in markets including Bosnia and Herzegovina, Georgia, Germany, Hungary, Romania, Serbia, Slovakia, Slovenia, Spain, Turkey, the UK, and the USA.
Mplus has an in-house technology division, which brings together the tech companies within the BPTO group. Their wide range of products, services, and consulting solutions is carefully designed to transform how companies interact with their customers and manage their processes, offering cutting-edge tools to enhance customer experience, optimize operations, and embrace digital transformation.
