Business Operations Analyst

We #changelives! Descoperă oportunități globale cu GI Group Holding, un pionier în servicii HR care valorizează și promovează evoluția carierei tale.

Parte a unei echipe de peste 6700 de specialiști prezenți în 34 de țări, noi ne angajăm să dezvoltăm piața muncii prin soluții inovatoare și personalizate. Alege să lucrezi într-un mediu care apreciază valoarea personală și profesională.

Construiește-ți cariera cu noi! Contactează-ne pentru a explora cum te putem ajuta.

Requirements:
Education (degree) and professional experience required:
• First level university degree or equivalent experience.
Other requirements:
• Must be fluent in Russian or German with English
• Ability to work with offshore teams
• Flexibility to work with various products/teams
• Problem solving abilities
• Customer focused, interpersonal and excellent business communication skills
• Work organization and time management skills
• Team-work abilities
• Corporate rules and communication knowledge/understanding
• Escalate queries / issues in the timelines and guidelines provided
• Remain customer focused and adhere to rules of effective customer engagement and business communication
• Communicate all relevant information and enquires to the appropriate teams
• Handle and follow-up all e-mail communication within set timelines
• Follow e-mail etiquette, handle queries within 1 day, always answer phone calls

Personal skills and qualities:
• “Team player”, willing to cooperate with multiple teams
• Ability to work under pressure and strict timeline
• Hard worker and motivated to learn new products/technologies
• Deliver consistent high quality performance, focus on details and accuracy;
• Ensure that tasks are completed within specified deadlines and quality parameters
• Proactively solve customers’ problems, be accountable for solving the problem
• Maintain positive relationship with your customer, always be positive about your customer
• Maintain strong communication standards, international and multi-cultural mindset
• Support other team members and groups

Customer Support Agents performs his/her regular duties:
• Processing requests
• Performing all related tasks in an efficient and effective manner.
• Ensuring compliance with SOW, local and legal rules with an in depth expertise of the process, applications and tools.
• Fluent in one of the following languages, (German, French or Russian) plus English is necessary.
• Ensure compliance with product/service specifics, rules, procedures and regulations
• Respond to all questions and issues received, providing solutions wherever possible.
• Possess high level of expertise in software licensing and ownership of responsible categories/products/services
• Maintain strong and professional relationship and partnership with internal and external customers, partner teams, colleagues and superiors
• Participation, co-authorship and support in preparing internal process documentation, ISO/SOP documentation, localizations and translations of existing procedures into local languages/English, as appropriate
• Developing quickly a subject matter expertise on the categories/products/services support;