Customer Service Duty Manager | Dispatcher
...enthusiastic and outstanding! ... helpful and present! ...young and smart!... ah, almost forgot:
This is in a nutshell the Lugera team in Romania.
A bunch of dedicated, happy people ready to face in a natural, positive and friendly fashion all your challenges... a bunch of people at the service of people, unconditionally!
We started with hope in our souls and a smile on our faces when many others were there, way ahead of us.
We managed to make our voice heard out loud and the warmth of our hearts touched each and every recruitment we accomplished... why? ...because we are caring people, driven by the power of
“WE CAN DO IT!”
And you know what? We continue this way! And Lugera Republic is whatever republic should be: smiles on every face, glamour on every "street", laughter and success in every "building"!
Everyone who applies for a Lugera job is officially a citizen of our republic!
1 - 2 years of experience in Customer Service and Support or a similar Dispatcher or Duty Manager role;
Strong written and verbal communication skills in English;
Collaborative team player with strong stakeholder management skills;
Excellent time organization, attention to details, problem solving and decision making skills, and the ability to work under continual deadline pressure;
Ability to influence and build relationships in an international environment.
Reviewing and assigning all incoming escalations within the teams’ queues (all escalations are assessed for urgency, scope and technical or political impact within SLA: strategic customers, security or data breach related escalations, engineering requests or special programs);
Keeping close connection to the internal and external teams – ranging from support delivery and engineering to field submitters and management stakeholders – for all escalations that require a white glove service;
Monitoring the regional team’s internal escalation distribution lists for addressing escalation submitter or stakeholders’ inquiries;
Owning and addressing a limited amount of escalations to keep skills and abilities relevant;
Internal and external relationship management;
Documenting of internal opportunities for further analysis by the business;
Collaborating with teams such as Legal and Public relations to ensure issues are managed appropriately;
Self-prioritizing and managing case work, following all privacy policies, legal considerations.
For our client, a big American software company, the largest software producer in the world, with over 90.000 employees in more than 100 countries, we are looking for a Customer Service Duty Manager for 18 months contract.