Helpdesk Officer with German (Timisoara)

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Employer: Wipro Ltd.
Domain:
  • Acquisitions - Logistics - Supplies
  • Customer Support - Client Service
  • IT Software
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • Timisoara
  • Updated at: 19.06.2018
    Short company description

    Everyday at Wipro Ltd. 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.

    Requirements

    Fluency in English and German
    Diploma / Degree holder or pursuing Bachelor Degree Courses
    At least 1 year of experience in Customer Support/Procurement/Finance/Helpdesk
    Good reporting skills
    Ability to adhere to TAT and timelines
    Attention to detail
    Active listening
    Call handling skills
    Knowledge of P2P (Procure to Pay) would represent an advance

    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 the 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

    Other info

    Benefits:

    Opportunity to work in a fast growing company and in a multinational environment
    Opportunity to grow in the organization and build a successful career path
    Relocation assistance
    Access to a variety of benefits available through a flexible package that can be customized depending on each employees’ needs
    Personal and professional development through a variety of training programs (hard/soft skills)