Customer Support Administrator - French Speaking
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Customer Support Administrator - French Speaking
The Client Support officer is the main contact point for one or several clients either by telephone, electronically or face to face.
You will be located in the region of the customer and has the overall responsibility for service delivery to the customer.
You will track all issues with the customer and either resolves it the yourself or forward it to other departments of the company and follow up until the issue is resolved and communicates the resolution to the client.
An important part of the roles is the capability of resolving a wide range of issues without forwarding to other departments, and assuming full ownership of all issues, also after internal forwarding.
Customer Relationships
Main contact point for all service related communication with customer either by telephone, electronically or face to face
Resolving on his/her own or following up on all service issues until resolved
Understanding the requests of clients and "translating" them into the internal requirements/actions needed to address the issues
Ensure regular and timely update of provisioning data required from the client
Hold a monthly call with the customers to discuss any outstanding issues and provide customer's feedback to the head of the department
Customer-related problem solving
Log all the issues using the ticketing system
Communicating resolutions to clients and making suggestion on how to resolve issues
Following up on processing and transfer of all files of the assigned clients and making sure that all files are processed timely
Resolve high percentage of all client requests without forwarding to other departments
Good verbal and written communication skills in English and preferably one additional language
Active and self motivated and well organized personality
Capability to quickly understand commercial roaming procedures and processes around TAP file exchange
Capability to understand technical standards (TD.57) and IT related procedures, like tariff plans and the RAP process
Preferably basic Unix and general IT knowledge
Ability to work with a trouble ticketing system ensuring the SLA topics is managed within provided parameters
Performance Indicators
Client Satisfaction of assigned clients
Issue resolution time
Issue resolution percentage
Percentage of issues resolved without forwarding to other departments
This role can be based in London or Zagreb.
Salary will be £30K - £40K.
Do send your CV to us in Word format along with your salary and availability.