Customer Service B2C MOBILE support
|Job Title:||Customer Service B2C MOBILE support|
|Contact Name:||Nathalie Azzi|
|Job Published:||March 21, 2017 09:16|
Shifts: Monday to Saturday 7h30-20h30, Sunday 9h to 17h30. Max 40h/week, 8h/day.
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
Call center environment
Customer facing applications
Good technical knowledge of Telecom or Mobile or IT products & services
Education, specific training and experience
experience in Mobile devices & apps
1-2 years in a customer services environment
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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