Customer Service B2C MOBILE support

Poste: Customer Service B2C MOBILE support
Type de contrat: Durée indéterminée
Lieu: Brussels
Un salaire: Negotiable
Date de début: ASAP
Référence: 69001-ITBEL-NAA_1490087609
Nom du contact: Nathalie Azzi
Email du contact:
Job Publié: March 21, 2017 09:13

Description de l'emploi

B2C Mobile Support - BOT (tel & data)
Location: Brussels
Shifts: Monday to Saturday 7h30-20h30, Sunday 9h to 17h30

Calls: Inbound from 1st line or technicians, Outbound to clients



Use the necessary skills, knowledge and tools to interact with internal and external customers in order to activate the (different) connection(s) of the customer and / or to solve provisioning problems and to increase the customer satisfaction for Mobile services.

Key responsibility areas

Ensures the end to end follow-up of provisioning requests (e.g. making sure everything is in order and in place so that the technical staff can connect the customer to the network), including follow-up and first level analysis of failures & technical problems, identifying and the dispatching of specific problems impacting provisioning SLA or quality and providing support to 2nd, 3rd level teams to ensure correct resolution.
Ensures input of customer data into the system in order be able to activate them. Makes sure the information needed for activation is correct and complete.
Provides support to internal or external partners on Provisioning issues
Provides support to Process teams in order to continuously maintain, improve and develop processes & methods
Answers incoming calls from technicians

Specific expertise

Call center environment
Customer facing applications
Good technical knowledge of Telecom or Mobile or IT products & services

Your profile

Education, specific training and experience
experience in Mobile devices & apps
1-2 years in a customer services environment

Interpersonal skills
 Technical Trouble shooting ; does a correct analysis of the situation and proposes an appropriate solution  PC literate : capable to switch continuously from one application to another
 Adopting a customer-oriented attitude
 Coping/Controlling negative emotions
 Basic call handling skills
 Processing information ; capable to integrate continuously new information in your daily work
 Takes Ownership & handles pro-active
 Applies a correct priority management
 Likes to work autonomic but also likes to co-operate with the team  Willing to work in shifts from Monday to Saturday between 8h & 20h, and Sunday from 9h to 17h30
 Language skills : Bilingual (NL/FR) especially orally + English