INCIDENT MANAGEMENT WITH FRECH, Location: Bucharest

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)

― 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.

― 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.

Only eligible candidates will be contacted.