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Customer Service B2C MOBILE support

Job Title: Customer Service B2C MOBILE support
Contract Type: Permanent
Location: Brussels
Industry:
Salary: Negotiable
Start Date: ASAP
Reference: 69001-ITBEL-NAA_1489764437
Contact Name: Nathalie Azzi
Contact Email: nathalie.azzi@volt.eu.com
Job Published: March 17, 2017 15:27

Job Description

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


Description:

Mission/purpose

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

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