Contact Center Representative

The U.S. Mission in Bucharest, Romania is looking for qualified candidates for the Contact Center Representative position within the Diplomatic Technology section.

Interested candidates must apply on the Embassy's electronic recruitment platform in order to be considered for the position. You will find the position listed on our website:
https://ro.usembassy.gov/embassy/jobs/

EXPERIENCE: A minimum of one (1) year working experience in customer service or office administration.

EDUCATION: Successful completion of at least two years of full-time post-secondary study at college or university

LANGUAGE: Fluent speaking/reading/writing English and Romanian, may include the ability to translate. This may be tested.

SKILLS AND ABILITIES: Proficiency in voice and video conferencing and chat applications. Competency in office productivity suites such as Microsoft 365, Google Workspace and OpenOffice. Ability to research technical topics. Use information to conduct ad hoc customer training and create supporting materials to educate Mission users on technical issues. Attention to detail and ability to work independently.

Duties:

• The Contact Center Representative (CCR) is responsible for front-line response to both internal and external customer queries, both ︁︀​︂︃︃​︈︁​︁︉︂in person and through remote channels such as telephone, e-mail, chat and self-service request forms.
• Provide first level support to the customer, perform ticket triage, troubleshoot Tier 0/1 technical and account issues, and handle resulting incidents and service requests using the incident management and request fulfillment processes in line with established targets and objectives.
• In addition to IT-related calls, the contact center representative will ensure that all incoming telephone calls which are not fully routed by the Embassy telephone auto attendant are answered in priority order and responds to general inquires, routing calls to the correct service provider, call group or extension.
• Responsible for issuing loanable property, including laptops, mobile phones, radios, and tablets, and provide ad-hoc training to users. Perform administrative duties which may include maintaining contact databases, supporting VIPs and visitors, activating/deactivating/modifying mobile plans and service, and preparing and submitting time and attendance reports.
• Participate in Diplomatic Technology (DT) initiatives as assigned.