Helpdesk with Dutch/French in Timişoara

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Employer: Wipro Digital Operations and Platforms
Domain:
  • Acquisitions - Logistics - Supplies
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • Timisoara
  • Updated at: 26.07.2018
    Remote work: On-site
    Short company description

    Everyday at Wipro Digital Operations and Platforms is challenging and thought-provoking. What is tested is your drive, enthusiasm and initiative. New ideas are appreciated and innovation is encouraged - if you have a suggestion and a plan to take it forward - you will get all the necessary support to transform it into action.

    By applying to this job advertisement, you give us your consent to process your personal details for the purpose of recruitment.

    Requirements

    Requirements:
    Good reporting skills
    Ability to adhere to TAT and timelines
    Attention to detail.
    Active listening
    Call handling skills

    Responsibilities

    Maintain sufficient information to facilitate knowledge of the supplier's issues
    Provide and publish a single, menu-driven primary contact center toll free contact telephone number
    Communicate problem status and time to resolution to affected personnel
    Close the call, with the caller's agreement
    Provide problem resolution tools and aids
    Record, analyze and report on a regular basis, on calls received, including details of call volumes and duration, problem trends, abandon rate and wait times, first call resolution rate, problem resolution time
    Provide and publish alternate access channels to the Services Contact Center including, email, web portal and fax communication of problems, requests and other operational information
    Interface and co-ordinate problem determination and resolution with appropriate support personnel
    Provide required information related to Service Level commitments and of status of problems, including impact on Service Levels
    Perform audits and respond to external audits as required
    Comply with the quality assurance procedures
    Manage Services Contact Center operational, policy, process, procedure, technical and migration documentation
    Should have knowledge of P2P

    Other info

    Wipro Ltd. is a global information technology, consulting and outsourcing company with 170,000+ workforce serving clients in 175+ cities across 6 continents. The company posted revenues of $7.6 billion for the financial year ended Mar 31, 2015.
    Wipro helps customers do business better by leveraging our industry-wide experience, deep technology expertise, comprehensive portfolio of services and vertically aligned business model. Our 55+ dedicated emerging technologies ‘Centers of Excellence’ enable us to harness the latest technology for delivering business capability to our clients.
    Wipro is globally recognized for its innovative approach towards delivering business value and its commitment to sustainability. Wipro champions optimized utilization of natural resources, capital and talent.

    A wide range of industry options are available since we services customers in various industries including Banking & Capital Markets, Insurance, Travel & Hospitality, Retail & Consumer Products, Energy and Utility, Technology, Manufacturing, Telecom & Healthcare sectors. We have built deep expertise in Processes like Finance & Accounting, Procurement, Marketing, Legal, HR Services, Tech Support, Customer Services and Analytics.

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