Customer Support Administrator - French Speaking


Premium Job From Nexus Jobs Limited

Recruiter

Nexus Jobs Limited

Listed on

5th January 2022

Location

London

Salary/Rate

£30000 - £40000

Salary Notes

£30K - £40K pa

Type

Permanent

Start Date

ASAP

This job has now expired please search on the home page to find live IT Jobs.

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.

 

 

 

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