Customer Expert with French

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Angajator: APT Resources & Services SRL
Domeniu:
  • Customer support - Client service
  • Tip job: full-time
    Nivel job: 0 - 1 an experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 02.02.2018
    Scurta descriere a companiei

    APT RESOURCES & SERVICES SRL

    Cu o prezență de peste 22 de ani pe piața românească de resurse umane, grupul de firme APT- Work Service este prezent în avangarda primilor cinci furnizori de servicii complexe de HR din România.
    Ca o confirmare a performantei noastre in domeniul resurselor umane, din vara 2017 am devenit parte a grupului Work Service S.A., unul dintre cei mai mari jucatori de pe piata de resurse umane din Europa centrala si de Est. Anual peste 300.000 de persoane isi gasesc un job prin societatile afiliate Work Service, care gestioneaza sau ofera servicii unui numar de 50.000 de angajati in 20 de tari.
    Strategia Grupului APT se concentrează pe dezvoltarea proactivă a pieței muncii, pentru care identifică, pregătește și oferă specialiști competenți, absolvenți sau studenți cu potențial. Noi aducem omul potrivit la locul potrivit. Cu un palmares de peste 10.000 de angajări, acoperim cele mai căutate domenii, cu focus pe BPO, finanțe-bănci, IT&C, inginerie, retail, auto-motive.

    Adresa: str. Clucerului 82B2, sector 1 Bucuresti; email: office@apt.ro; phone: +40 21 222 13 03
    Autorizație de muncă temporară: seria B nr.0000012/11.11.2015 înregistrată în Registrul Național de Evidență a Agenților de Muncă Temporară la poziția 7
    Autorizație de prelucrare date cu caracter personal :18638
    APT se angajează să vă protejeze datelele dumneavoastră cu caracter personal. Detalii despre prelucrarea datelor dvs. de către APT puteti gasi pe www.apt.ro.

    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 Expert with French 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.

    Requirements:

    - Customer Interaction Handling;
    - Problem Solving & Escalation Management;
    - Data Quality;
    - Service Level Agreement handling;
    - Fluent in French and at least Upper Intermediate English;
    - Time management and administrative skills;
    - Written and verbal communication skills; manages internal communications and external/client communications with assistance;
    - Computer literacy and working knowledge of Microsoft Office.

    Responsabilitati

    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;
    - Develops and maintains knowledge of customer and customer specific business environment;
    - Develops and maintains an understanding of customer Service Level Agreements and department’s/product’s key performance requirements;
    - Shares information required for the team to be successful;
    - Demonstrates understanding of the customer’s business needs or market and maintains high customer satisfaction ratings;
    - Develops and maintains incident management and knowledge management tools, client information systems, and service desk procedures;
    - 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 complete and resolve non-call customer contact requests received by mail, web or email;
    - May complete outbound customer contacts to resolve customer issues or recommend products or services, e.g., request bill payment, follow up on customer issues.

    Job Code: 221117 IC