Customer Support Consultant – Banking

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Employer: Mantu
Domain:
  • Customer Support - Client Service
  • IT Hardware
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • Abroad
  • Updated at: 13.11.2018
    Remote work: On-site
    Short company description

    Mantu is an independent international consulting player, founded in 2007. Bringing together expert and complementary brands, Mantu stands out for the breadth of its spectrum, responding to all business transformation challenges.

    Its activities are divided into four practices: Leadership & Advocacy, Technology, Digital Marketing & Experience, Total Talent Management. A wide range of skills, all serving a single mission: connecting and powering companies with leading teams and technology to succeed faster and sustainably.

    From its headquarters in Geneva, Switzerland, Mantu relies on a community of 11,500 talented people in more than 60 countries on 5 continents and has a turnover of 1 billion euros.

    Our values are our guiding principles that steer everything we do; from the way we work with our clients and partners to how we interact with our teammates and candidates. The Mantu values – Pioneer Spirit, Care, Trust, Performance, and Independence as a cornerstone – are equally important and reflect our purpose: we are in business to build the next generation of sustainable pioneers.

    Requirements

    • You have a professional experience in customer service for at least 1 year, ideally in a banking environment

    • You are interested in IT topics and you have pronounced communication skills, especially on the telephone

    • You have a high customer orientation and desire to communicate with people

    • You have basic IT knowledge (Windows, configuration, software setup, network)

    • You are able to work in a team and desire to work in an international and multilingual environment

    • You show an analytical, solution-oriented way of thinking and a proactive way of working

    • You have a very good knowledge of French - at least level C1 + cultivated spelling and excellent manners, and a very good knowledge of English (at least level C1) - English is one of the colloquial

    Responsibilities

    • Customer service and support by phone, e-mail and live chat when using an online banking app (desktop/web based)

    • Respond to customer requests for product functionality and fault reports, resolving as many requests as possible at the first interaction

    • Problem analysis and data collection: computer system name, display name or report name, error or warning message on screen, log files, screenshots

    • Monitoring of disturbances in the ticketing system + follow-up of tickets during their entire life cycle

    • Logging and classification of all calls and help requests in the Customer Relationship Management system

    • Provision of Level 1 and Level 2 for technical questions + escalation to other support groups

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