Customer Care with French Speaker
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Angajator: | Prohuman |
Domeniu: |
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Tip job: | full-time |
Nivel job: | 1 - 5 ani experienta |
Orase: |
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Actualizat la: | 03.04.2017 |
Remote work: | On-site |
With over 25 years of experience on the Romanian HR market, PROHUMAN APT (former APT Resources & Services) is the one of the biggest players in the industry, a force concentration evenly deployed across different specialties. Having approximate 4000 employees (mostly higher educated) in BPO and temporary work assignments, as of 2021, PROHUMAN APT ranks in the Top 3 HR providers in Romania.
Cerinte
Our client is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations.
The Customer Care provides functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries. They liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner and ensures proper documentation, notification, escalation, and tracking and follow up of all incidents. Primary responsibilities are focused on customer contact, not transaction processing.
Requirements:
- Organization skills, attention to detail and follow through to resolve any outstanding issues;
- Good technical aptitude with an ability to learn quickly;
- Fluent in French and at least Upper Intermediate English;
- Time management and administrative skills;
- Computer literacy and working knowledge of Microsoft Office;
- Team player with interpersonal and conflict management skills;
- Self-Motivated, positive attitude and approach.
Responsibilities:
- Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation;
- Performs customer request/problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution;
- Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention;
- May promote client products and services by suggesting additional or alternative products to meet customer’s needs;
- May perform follow up on incidents with customer to ensure customer satisfaction;
- May act as the primary knowledge resource for a product/service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead;
- May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction;
- May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement;
- May complete and resolve non-call customer contact requests received by mail, web or email;
- May deliver new hire training and refresher training, make recommendations for changes and enhancements to existing training content, and assist in design and creation of relevant training material.
Job Code: 280217AB
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