INCIDENT MANAGEMENT OFFICER WITH CZECH , location: Remote

Angajator: SalesConsulting
Domeniu:
  • Customer support - Client service
  • Resurse Umane - Psihologie
  • Tip job: full-time
    Nivel job: 0 - 1 an experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 28.11.2021
    Scurta descriere a companiei

    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)

    Cerinte

    • Upper-intermediate Czech (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 judgement in high pressure situations with minimal external guidance;
    • Strong ability to comprehend written communications;
    • Strong communicator and a great team player.

    Responsabilitati

    • 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 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.

    Alte informatii

    Only eligible candidates will be contacted. Thank you!