Fisa de Post:
Agent servicii client
Anexa la C.I.M. nr.: _________
Denumirea Postului: Agent Servicii Client
Cod COR: 333907
Departament: Asistenta Clienti
Numele si prenumele titularului postului: _____
Se subordoneaza: Sefului de Echipa si Echipei de
management
Relatii functionale: Nu exista relatii functionale cu
alte departamente interne. Ofera asistenta
consumatorilor directi ai clientului angajatorului.
Autoritate si libertate organizatorica: Numai in
baza sarcinilor primite din partea Sefului de Echipa
si/sau a Echipei de management
Resurse utilizate: Calculator si casti.
Competente necesare
1. Studii necesare: medii (studiile superioare
reprezinta un avantaj);
2. Experienta minima in domeniu nu este necesara,
dar constituie un avantaj;
3. Aptitudini dezvoltate de comunicare;
4. Atitudine orientata catre client;
5. Cunoasterea aprofundata a produselor si
procedurilor care fac obiectul muncii, conform
formarii initiale si continue;
6. Atentie distributiva si capacitatea de a realiza mai
multe sarcini concomitent (de ex.: tratarea unui a
apel telefonic si completarea datelor in raportul
zilnic);
7. Bune abilitati de operare a calculatorului si
cunostinte medii de utilizare a programelor
Microsoft Office – Word si Excel;
8. Disponibilitate pentru lucru in ture, inclusiv de
noapte, precum si sambata si duminica, dupa
caz;
9. Limbi straine:
i. Limba Engleza: vorbit – avansat, scris –
avansat;
Atributii si responsabilitati
1. Raspunde solicitarilor clientilor prin intermediul
platformei de ticketing specifice (apeluri
telefonice, chat, e-mail) la timp si in mod eficient,
oferind informatii corecte si complete, la
standarde inalte de calitate;
2. Preia sesizarile clientului cu celeritate si se
Fisa postului/Job description:
Job description:
Customer service agent
Annex to the contract no.: ________
Position: Customer Service Agent
COR code: 333907
Department: Customer Service
Name of the position holder:_________
It is subordinated to: Team Leader and
Management Team
Functional relationships: There are no functional
relationships with other internal departments.
Provides assistance to the direct consumers of the
client of the employer.
Organizational authority and freedom: Only on
the basis of the tasks received from the Team
Leader and / or the Management Team
Resources used: Computer and headphones.
Required skills
1. Studies: medium education (higher education
represents an advantage);
2. Minimum experience in the field is not
necessary, but it is an advantage;
3. Good communication skills;
4. Customer-oriented attitude;
5. In-depth knowledge of the products and
procedures that are the object of the work,
according to the initial and continuous training;
6. Distributive attention and multitasking (eg:
handling a telephone call and completing the
data in the daily report);
7. Good computer operating skills and average
knowledge of using Microsoft Office programs -
Word and Excel;
8. Availability for working in shifts, including night
shifts, as well as on Saturdays and Sundays, as
the cae may be;
9. Foreign languages:
i.English: spoken - advanced, written –
advanced;
Duties and responsibilities
1. Responds to customer requests through the
specific ticketing platform (phone calls, chat, e-
mail) on time and effectively, providing accurate
and complete information, at high quality
standards;
2. Take the client's notifications promptly and
pag. 1/6
 asigura ca sunt rezolvate corespunzator iar in
cazul in care nu le poate rezolva, le va inainta in
cel mai scurt timp departamentului responsabil
sau superiorului ierarhic;
3. Proceseaza comenzi, formulare, aplicatii, cereri
ale clientilor, dupa caz;
4. Raspunde clientilor intr-un mod profesional,
tratandu-i cu amabilitate si disponibilitate, fiind
strict interzis ridicarea tonului sau adresarea de
injurii clientilor;
5. Inregistreaza toate informatiile solicitarilor,
comentariilor, reclamatiilor si actiunilor
intreprinse pentru solutionarea lor in aplicatiile
software specifice si se asigura ca datele
introduse sunt corecte si complete;
6. Participa la sesiunile de training si la sedintele
echipei din care face parte, stabilite de superiorul
ierahic sau echipa de management;
7. Respecta standardele de calitate si productivitate
si indeplineste obiectivele de performanta stabilite
de managerul direct;
8. Duce la indeplinire sarcinile de serviciu, specifice
activitatii de call center, comunicate de seful
ierarhic superior;
9. Se incadreaza in timpul de apel (AHT) specific
proiectului;
10. Isi insuseste modificarile de proceduri si a altor
informatii in momentul instiintarii si le aplica
corespunzator;
11. Contribuie la perfectionarea profesionala a noilor
sai colegi, oferind suport si schimband informatii
cu acestia referitoare la proceduri, servicii,
produse si alte aspecte legate de evolutia
profesionala a colegilor sai;
12. Semnalizeaza sefului direct orice neregula
sesizata in derularea activitatilor;
13. Aplica si respecta valorile clientilor angajatorului;
14. Isi insuseste si respecta regulamentele interne si
procedurile de lucru ale S.C. WPG RACING
SOLUTIONS SRL;
15. Cunoaste si respecta prevederile Legii 506/2004,
privind prelucrarea datelor cu caracter personal si
protectia vietii private in sectorul de
telecomunicatii, modificata si completata si ale
Legii 677/2001 pentru protectia persoanelor cu
privire la prelucrarea datelor cu caracter personal
si libera circulatiei a datelor, modificata si
completata.
16. Executa orice alte dispozitii date de superiorul
ierarhic in realizarea strategiilor pe termen scurt
ale companiei in limitele respectarii temeiului
legal.
Fisa postului/Job description:
ensure that they are resolved properly and if
he/she cannot resolve them, he/she will forward
them to the responsible department or
hierarchical supervisor as soon as possible;
3. Processes orders, forms, applications, customer
requests, as the case may be;
4. Responds to the clients in a professional way,
treating them with kindness and availability,
being strictly forbidden to raise the tone or
address insults of the clients;
5. Records all information of requests, comments,
complaints and actions taken to solve them
using the specific software applications and
ensures that the data entered are correct and
complete;
6. Participates in training sessions and meetings of
the team to which it belongs, established by the
hierarchical supervisor or management team;
7. Respects the standards of quality and
productivity and meets the performance
objectives set by the line manager;
8. Performs the duties, specific to a call-center
activity, communicated by the hierarchically
supervisor;
9. Respects the average handle time (AHT) specific
to the project;
10. Acknowledges the changes of procedures and
other information at the time of notification and
applies them accordingly;
11. Contributes to the professional development of
his/her new colleagues, offering support and
exchanging information with them regarding
procedures, services, products and other aspects
related to the professional evolution of his
colleagues;
12. Informs the line manager of any irregularities
detected in the course of his/her activities;
13. Applies and respects the values of the clients of
the employer;
14. Approves and respects the internal regulations
and working procedures of S.C. WPG RACING
SOLUTIONS SRL;
15. Knows and respects the provisions of Law
506/2004, regarding the processing of personal
data and the protection of private life in the
telecommunications sector, amended and
supplemented and of Law 677/2001 for the
protection of persons regarding the processing of
personal data and the free movement of data,
modified and completed.
16. Executes any other provisions given by the
hierarchical superior in carrying out the
company's short-term strategies within the limits
of respecting the legal basis.
pag. 2/6
 Evaluare Evaluation

1. Performanta angajatului este evaluata continuu 1. The employee's performance is continuously

prin evaluarea inregistrarilor apelurilor intretinute
de catre angajat sau a mostrelor de raspuns
email sau chat. Criteriile dupa care sunt evaluate
interactiunile sunt, in principal, corectitudinea
informatiilor oferite, dovedirea empatiei in
interactiune, conducerea apelului,
profesionalismul raspunsului;
2. Angajatii vor raspunde la emailuri in timpul in
care nu sunt angajati in convorbiri telefonice sau
interactiuni pe chat;
3. In timpul apelului, angajatul trebuie sa fie
orientat catre client, sa se comporte adecvat, sa
aiba o atitudine politicoasa si in spirit de ajutor.
evaluated by evaluating the records of the calls
maintained by the employee or the samples of
email or chat response. The criteria by which the
interactions are evaluated are mainly the
correctness of the information provided, the
demonstration of the empathy in the interaction,
how the call is conducted, the professionalism of
the answer;
2. Employees will respond to emails if they are not
engaged in phone calls or chat interactions;
3. During the call, the employee must be customer
oriented, behave appropriately, have a polite
attitude and in a spirit of help.

Obiective de performanta Performance objectives

1. Realizarea corespunzatoare a atributiilor de 1. The proper accomplishment of the job duties

serviciu la termenele impuse si la standarde de respecting the deadlines and the quality
calitate satisfacatoare; standards;
2. Atingerea indicatorilor cantitativi si calitativi 2. Achieving the quantitative and qualitative
stabiliti de managerul direct; indicators established by the line manager;
3. Inregistrarea corecta si completa in aplicatiile 3. Correct and complete registration in the specific
software specifice a interactiunii avute cu fiecare software applications of the interaction with each
client in parte; client;
4. Asumarea responsabilitatii in desfasurarea 4. Assume responsibility in carrying out activities
activitatilor si implicare in solutionarea and involvement in solving the problems
problemelor semnalate in cel mai scurt timp reported as soon as possible;
posibil; 5. Identifying the appropriate solutions to solve the
5. Identificarea solutiilor adecvate de rezolvare a current activities;
activitatilor curente; 6. Knowing and consistent application of the
6. Cunoasterea si aplicarea consecventa a procedures and regulations specific to the
procedurilor si reglementarilor specifice activitatii activity carried out;
desfasurate; 7. Respecting the discipline and ethical provisions
7. Respectarea normelor de disciplina si a normelor in fulfilling the job duties.
etice in indeplinirea atributiilor.

Abilitati Skills

1. Abilitati dezvoltate de exprimare verbala si scrisa 1. Very good verbal and written communication
2. Abilitatea de a lucra efectiv cu oamenii, de a se skills
adapta diferitelor tipuri de persoane cu care 2. The ability to work effectively with people, to
interactioneaza adapt to the different types of people they
3. Abilitatea de a explica clientilor informatiile interact with
tehnice care sa determine intelegerea acestora 3. The ability to explain to the clients the technical
4. Abilitatea de a reflecta imaginea dorita de information that will determine their
companie in interactiunea cu clientii understanding
5. Capacitate de focalizare pe detalii 4. The ability to reflect the proper image of the
6. Capacitate de identificare si rezolvare de company in the interaction with the clients
probleme; promptitudine in oferirea raspunsurilor 5. Ability to focus on details
la intrebarile clientilor 6. Ability to identify and solve problems;
7. Capacitate de lucru in echipa promptness in offering answers to clients'
8. Rigurozitate in indeplinirea atributiilor de munca questions

Fisa postului/Job description: pag. 3/6

9. Rezistenta la lucru in conditii de stres
10. Prezentare placuta, tonul vocii cald si politicos
11. Disponibilitate de invatare continua si intr-un timp
scurt
Punctualitate si procedurile de lucru
1. Cunoasterea produselor si serviciilor oferite de
companie (istoric si actual);
2. Cunoasterea, respectarea si aplicarea programului
de lucru si a procedurilor interne ale
departamentului;
3. Cunoasterea si utilizarea aplicatiilor interne.
Atributii privind Securitatea si Sanatatea
in Munca
si in Situatii de urgenta
Atributii privind Securitatea si Sanatatea in
Munca:
 Sa isi desfasoare activitatea, in conformitate cu
pregatirea si instruirea sa, precum si cu
instructiunile primite din partea angajatorului,
astfel incat sa nu expuna la pericol de
accidentare sau imbolnavire profesionala atat
propria persoana, cat si alte persoane care pot fi
afectate de actiunile sau omisiunile sale in timpul
procesului de munca.
 Sa utilizeze corect masinile, aparatura, uneltele,
substantele periculoase, echipamentele de
transport si alte mijloace de productie;
 Sa utilizeze corect echipamentul individual de
protectie acordat si, dupa utilizare, sa il
inapoieze sau sa il puna la locul destinat pentru
pastrare;
 Sa nu procedeze la scoaterea din functiune, la
modificarea, schimbarea sau inlaturarea arbitrara
a dispozitivelor de securitate proprii, in special
ale masinilor, aparaturii, uneltelor, instalatiilor
tehnice si cladirilor, si sa utilizeze corect aceste
dispozitive;
 Sa comunice imediat angajatorului si/sau
lucratorilor desemnati orice situatie de munca
despre care au motive intemeiate sa o considere
un pericol pentru securitatea si sanatatea
lucratorilor, precum si orice deficienta a
sistemelor de protectie;
 Sa aduca la cunostinta conducatorului locului de
munca si/sau angajatorului accidentele suferite
de propria persoana;
Fisa postului/Job description:
7. Ability to work in a team
8. Strictness in fulfilling the tasks of the job
9. Resistance to work in stressful conditions
10. Pleasant presentation, warm and polite voice
tone
11. Availability for continuous learning in a short
time
Punctuality and working procedures
1. Knowledge of the products and services offered
by the company (historical and current);
2. Knowledge, observance and application of the
work program and internal procedures of the
department;
3. Knowledge and use of internal applications.
Duties regarding Occupational Safety and
Health
and in Emergency situations
Duties regarding Occupational Safety and
Health:
 To carry out his activity, in accordance with
his/her education and training, as well as with
the instructions received from the employer, so
as not to expose to the danger of accident or
professional illness both to his/her own person,
as well as to other persons who may be
affected by his/her actions or his/her omissions
during the work process.
 To use machines, equipment, devices,
dangerous substances, transport equipment
and other means of production correctly;
 To properly use the individual protective
equipment granted and, after use, to return it
or place it in the place intended for storage;
 Not to proceed with the dismissal, the
modification, change or arbitrary removal of the
own security devices, especially of the
machines, the equipment, the tools, the
technical installations and the buildings, and to
use these devices correctly;
 To immediately communicate to the employer
and/or the designated workers any work
situation for which they have good reasons to
consider it a danger to the safety and health of
the workers, as well as any deficiency of the
protection systems;
 To inform the manager of the workplace and /
or the employer of the accidents suffered by
his/her own person;
 To cooperate with the employer and/or the
pag. 4/6
 Sa coopereze cu angajatorul si/sau cu lucratorii
desemnati, atat timp cat este necesar, pentru a
face posibila realizarea oricaror masuri sau
cerinte dispuse de catre inspectorii de munca si
inspectorii sanitari, pentru protectia sanatatii si
securitatii lucratorilor;
 Sa coopereze, atat timp cat este necesar, cu
angajatorul si/sau cu lucratorii desemnati, pentru
a permite angajatorului sa se asigure ca mediul
de munca si conditiile de lucru sunt sigure si fara
riscuri pentru securitate si sanatate, in domeniul
sau de activitate;
 Sa isi insuseasca si sa respecte prevederile
legislatiei din domeniul securitatii si sanatatii in
munca si masurile de aplicare a acestora;
 Sa dea relatiile solicitate de catre inspectorii de
munca si inspectorii sanitari.
Atributii privind Situatiile de Urgenta
(apararea impotriva incendiilor si protectia
civila):
 Sa respecte regulile si masurile de aparare
impotriva incendiilor, aduse la cunostinta, sub
orice forma, de administrator sau de conducatorul
institutiei, dupa caz;
 Sa utilizeze substantele periculoase, instalatiile,
utilajele, masinile, aparatura si echipamentele,
potrivit instructiunilor tehnice, precum si celor
date de administrator sau de conducatorul
institutiei, dupa caz;
 Sa nu efectueze manevre nepermise sau
modificari neautorizate ale sistemelor
instalatiilor de aparare impotriva incendiilor;
 Sa comunice, imediat dupa constatare,
conducatorului locului de munca orice incalcare a
normelor de aparare impotriva incendiilor sau a
oricarei situatii stabilite de acesta ca fiind un
pericol de incendiu, precum si orice defectiune
sesizata la sistemele si instalatiile de aparare
impotriva incendiilor;
 Sa coopereze cu salariatii desemnati de
administrator, dupa caz, respectiv cu cadrul
tehnic specializat, care are atributii in domeniul
apararii impotriva incendiilor, in vederea realizarii
masurilor de aparare impotriva incendiilor;
 Sa actioneze, in conformitate cu procedurile
stabilite la locul de munca, in cazul aparitiei
oricarui pericol iminent de incendiu;
 Sa furnizeze persoanelor abilitate toate datele si
informatiile de care are cunostinta, referitoare la
producerea incendiilor.
Drepturi si sanctiuni
Fisa postului/Job description:
designated workers, as long as it is necessary,
in order to make possible any measures or
requirements arranged by the labor inspectors
and the health inspectors, for the protection of
the health and safety of the workers;
 To cooperate, as long as necessary, with the
employer and/or the designated workers, in
order to allow the employer to ensure that the
working environment and working conditions
are safe and without risks to safety and health,
in his field of activity;
 To approve and respect the provisions of the
legislation in the field of safety and health at
work and the measures for their application;
 To give the relations requested by the labor
inspectors and the health inspectors.
Duties regarding Emergency Situations (fire
protection and civil protection):
 To comply with the rules and the measures of
fire protection, brought to the notice, in any
form, by the administrator or the head of the
organisation, as the case may be;
 To use the dangerous substances, the
installations, the machines, the devices, the
tools and the equipment, according to the
technical instructions, as well as to those given
by the administrator or the head of the
organisation, as the case may be;
 Not to perform unauthorized maneuvers or
si
unauthorized modifications of fire protection
systems and installations;
 To communicate, immediately after finding out,
to the manager of the workplace any violation of
the fire protection provisions or of any situation
established by him/her as a fire danger, as well
as any malfunction noticed in the fire protection
systems and installations;
 To cooperate with the employees designated by
the administrator, as the case may be, with the
specialized technical framework, which has
responsibilities in the field of fire protection, in
order to carry out the measures of fire
protection;
 To act, in accordance with the procedures
established in the workplace, in the event of any
imminent danger of fire;
 To provide the authorized persons with all the
data and information they are aware of,
regarding any fire case.
Rights and penalties
pag. 5/6
1. Se vor aplica conform “Contractului individual de 1. They will be applied in accordance with the
munca” si “Regulamentului intern”. "Individual Labor Contract" and "Internal
2. Pentru materiale, echipamente si aparate Regulations".
deteriorate sau pierdute din propria vina, raspunde 2. For materials, equipment and appliances
material fata de societate. damaged or lost by their own fault, the employee is
3. Prezenta fisa a postului poate fi completata pe responsible to the company.
parcurs cu alte atributii. 3. The present job description can be further
4. Orice abateri de la prevederile fisei postului si completed with other duties.
dispozitiile primite vor fi sanctionate. 4. Any deviation from the provisions of the job
description and other duties received will be
sanctioned.

Data intocmirii: /Date of completion:

Angajator/Employer,
WPG RACING SOLUTIONS SRL Titularului postului,/ Position holder,,
Manager general
SPEKMAN Robertus Semnatura/signature
Semnatura/signature
................................... …………………………………………

Fisa postului/Job description: pag. 6/6