INCIDENT MANAGEMENT WITH FRECH, Location: Bucharest

Employer: SalesConsulting
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 03.12.2021
    Short company description

    Sales Consulting activates on the HR market since 1998, having a national coverage in several areas of expertise: recruiting and selection assessment center HR market mapping/due diligence projects, personnel leasing, payroll.

    Sales Consulting has 2 fully operational branches: Cluj-Napoca (also the head-office) and Bucharest.
    We are developing various projects (Recruitment, Training and Consultancy) in some of the most varied type of industries:
    - AUTOMOTIVE/PRODUCTION/ENGINEERING (Specialists and Middle & Top Management positions)
    - OUTSOURCING (BPO/SSC/CC)
    - IT & C (C++, C#, .NET, Java, Linux etc)
    - FMCG (sales & purchasing positions; all levels)
    - PHARMA (all levels)

    Requirements

    ― French - Upper-intermediate (preferably B2-C1);
    ― Strong English written and verbal communication skills;
    ― Preferred 3 years of customer experience;
    ― Bachelor’s degree, or equivalent experience;
    ― Positive, energetic, enthusiastic attitude;
    ― Strong attention to detail;
    ― Skilled use of the Microsoft Office Suite, Word, Outlook, PowerPoint, etc.;
    ― Ability to apply judgment in high-pressure situations with minimal external guidance;
    ― Strong ability to comprehend written communications;
    ― Strong communicator and a great team player.

    Responsibilities

    ― Know the customer and understand our customer’s expectations with their reactive support experience;
    ― Focus on critical issues to ensure customer satisfaction;
    ― Set proper expectations with customers for support;
    ― Acknowledge and respond to customers' requests promptly;
    ― Anticipate risk and escalations based on customer context;
    ― Handle high-risk escalations and gather/analyze the information as needed to support the customer;
    ― Understand the cause of the escalation, its business impact, and level of urgency from Customer and other stakeholders;
    ― Ensure clear communication channels are established and documented with the customer and enable effective cross-group collaboration;
    ― Monitor reactive cases owned by internal support organizations;
    ― Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health;
    ― Work with engineers as needed to investigate the customer issue further to understand the root cause to drive prevention;
    ― Establish a customer obsession approach that puts the customer and the customer operational health in the center;
    ― Understanding of reactive case lifecycle and troubleshooting methodology.

    Other info

    Only eligible candidates will be contacted.