Care Agent Job Description

Care Agent Job Description

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Care agent provides timely and effective technical support to users on supported software, hardware, and operating systems (Macintosh, Windows, and Linux) to include installation, special configuration, maintenance, troubleshooting, and processing of surplus hardware according to guidelines.

Care Agent Duties & Responsibilities

To write an effective care agent job description, begin by listing detailed duties, responsibilities and expectations. We have included care agent job description templates that you can modify and use.

Sample responsibilities for this position include:

Investigates and troubleshoots routine client software, hardware and operating system issues
Manage / improve day to day process interaction with customers across different channels (case management, MyPhone/CTI)
Maintain the Service Technicians’ daily schedules in conjunction with the Service Technician sub-contractor entity
Coordinate with the Customer’s Facility Administrators and designees to ensure adequate service delivery
Schedule return trips with customers as needed
Assist with maintaining the on-call schedule for service technicians
Maintain a customer database in SharePoint with current information
Forecast workload
Researches, resolves and performs root cause analysis for Delivery and Installation Customer escalations relating to issues such as damage, scheduling and other product issues/problems
Develop root cause analysis on every escalation to be able to support process improvement teams and solve issues long term

Care Agent Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Care Agent

List any licenses or certifications required by the position: CPR

Education for Care Agent

Typically a job would require a certain level of education.

Employers hiring for the care agent job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and High School Degree in General Education, Education, Associates, Business, Communication, Healthcare, Medical, Radiology, Computer, Management

Skills for Care Agent

Desired skills for care agent include:

Medical insurance
Android based operating systems
Apple
Desktop the ability to navigate Windows
Laptops
Use of personal computers
Field of Customer Relations
Excel
Microcomputer hardware
Procedures

Desired experience for care agent includes:

Diaper changing
High School diploma or equivalent, advanced education strongly preferred
Minimum 1-2 years customer service experience required, consumer engagement center
Others through written cues
Ability to navigate quickly through applications
Call dispatching either by phone, SMS, KFM or paging

Care Agent Examples

1

Care Agent Job Description

Job Description Example
Our innovative and growing company is hiring for a care agent. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for care agent
  • Route calls/e-mails to appropriate resource
  • Minor technical troubleshooting with web browsers, our App, website, and operating systems
  • Issuing Delivery Orders in line with local / global SOP’s, checking lawful Bill of lading holder
  • Proactively call customers to seek maintenance contract renewals
  • Attracts potential customers by answering inbound calls about product and service questions
  • Greet by/use name, be responsive and timely with correspondence and problem resolution
  • Display a caring attitude, develop a rapport with the customer base
  • Adhere to script when making and receiving calls
  • Responsible for maintaining an accurate and up-to-date database of calls and calling activities and preparing reports accordingly
  • Enter all call data/information into the tracking system accurately
Qualifications for care agent
  • Minimum of one year experience in a service-related role
  • Respectful of diverse viewpoints or opinions of others
  • The weekly scheduled hours for this Seasonal, Work from Home position fluctuate between 16 - 40 hours per week, based on business needs
  • You must be available to work any day of the week, including Saturday or Sunday
  • You will be scheduled off two days per week
  • All training for this position may be conducted remotely through our online portal, unless otherwise specified on site
2

Care Agent Job Description

Job Description Example
Our growing company is looking for a care agent. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for care agent
  • Accountable for multi-tasking, answer all inquiries from specified queues when needed
  • Ensure proactive communication and reporting to customers to provide relevant information for
  • Experience in the travel business would be plus
  • Quickly respond to Enterprise Customer and Partners’ calls, web cases, emails and chats for non-technical issues
  • Handle Iraq business while located in Jordan as third party agent for offline agencies, same as being located there
  • Must be flexible and able to work any hours that the call center is open
  • The National Call Center is required to work many holidays and weekends and the Staff will be asked to fulfill the business need
  • Identify and report on service and support trends that may indicate an event or service problem
  • Must be able to take Inbound calls for the entire shift with exception of assigned break times
  • Ensure smooth execution of the end-to-end shipment lifecycle
Qualifications for care agent
  • Malayalam language is a must
  • Fluency in English and one of the following French/Spanish/Italian/German
  • Flexible, diplomatic and tactful people who can work under pressure
  • Friendly, energetic, enthusiastic people
  • Previous experience in customer service would be great
  • Flexibility with working hours may be required occasionally
3

Care Agent Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of care agent. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for care agent
  • Understand claims policy and its impact on company assets and guide customers as best possible through any potential claim situation
  • Actively seek out and act on continuous improvement opportunities both in relation to customers and internal and external stakeholders
  • Implements specified changes to processes or tool to improve performance and increase customer satisfaction
  • Handle chats from our online chat service
  • Manage customers travel insurance queries
  • Assist Customer Services department and provide feed back
  • General administration duties and adhoc reporting
  • Excellent telephone manner and a proactive approach to dealing with errors and complaints
  • Second European language is desirable
  • Availability and ability to work weekend cover
Qualifications for care agent
  • You must be fully fluent both written and verbal in English and Spanish
  • Social Media and Online Review experience preferred
  • Must be able to work overtime and flexible hours as required and work a schedule which may have early morning, evening, weekend and/or holiday hours
  • The qualified candidate must be able to handle escalated customer concerns or issues in a professional manner
  • Experience in problem solving in Windows / Linux/ Networking environment or computer Hardware is preferred
  • Experience in customer relationship management tools such as Oracle CX, Salesforce is preferred
4

Care Agent Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of care agent. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for care agent
  • Pleasant, stimulating, modern office environment with
  • Fresh water and coffee
  • Cafeteria place
  • Pizza lunch once a month
  • Document account system with detailed information for all calls
  • Negotiate payment arrangements from commercial and consumer debtors
  • Ability to utilize problem solving skills to resolve issues that prevent payment from being made
  • Meet individual collection goals
  • Prior collections experience a plus
  • Must possess excellent written and oral communication skills, good organizational skills
Qualifications for care agent
  • Must pass a customer service test and a typing test
  • Phone-related customer service a major plus however not required
  • Bilingual language skills a plus however not required
  • Be responsible for handling purchase order requisitions in SAP system interface
  • Proactively interact with customer regarding orders management
  • Provide 1st level general pre-sales and post-sales support via phone and email
5

Care Agent Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of care agent. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for care agent
  • Promote self-service options to customers
  • Manage the Customer web portals, provide all the documentation requested by customer to bid participation, support the new customer registration, and All other duties as assigned by the manager
  • Provide world-class service to all Yahoo! Customers in a customer centric environment
  • Successfully resolve complex customer e-mail, chat and telephone inquiries through the use of multiple customer support tools
  • Administrate Cenbank Management for all Clients
  • Participate in team projects that enhance the quality or efficiency
  • Responsible for service requests from customer and resolution of problems
  • Generate daily and weekly incident reports
  • Provide professional support via phone, chat and email
  • Answer customer queries via Facebook & Twitter
Qualifications for care agent
  • Knowledge and previous experience of MS Office package + SAP, CRM or Salesforce would be an asset
  • Must have experience with working in a similar support role dealing directly with customers
  • Language skills are essential
  • Work daily with real estate professionals
  • Respond to all customers within assigned service levels and take ownership of resolving customer issues
  • Team Player - is willing and able to openly communicate with all customers (internal and external) and be able to adapt quickly to changes

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