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Customer Service Representative NL & FR

Job Title: Customer Service Representative NL & FR
Contract Type: Permanent
Location: Brussels
Industry:
IT
Salary: N
Start Date: ASAP
Reference: 67995-ITBEL-NAA_1489655706
Contact Name: Nathalie Azzi
Contact Email: nathalie.azzi@volt.eu.com
Job Published: March 16, 2017 09:15

Job Description

Our client's Belgian entity is one of the leader Telecom operators on the Belgian market, with over 3 million customers. As a convergent actor, they provide mobile telecommunication services, internet and TV to private clients, as well as innovative mobile and fixed line services to businesses. Their high-performance mobile network supports 2G, 3G, 4G and 4G+ technology and is the subject of ongoing investments.

We are currently looking for Customer Service Representatives (CSR agents) to join one of the several teams of Customer Service at one of our clients, active in the Telecom sector. The company's growth has been expanding and they are in the process of enlarging their teams of support.



1.Customer Service Representative TV + Internet

Our client's Belgian entity is one of the leader Telecom operators on the Belgian market, with over 3 million customers. As a convergent actor, they provide mobile telecommunication services, internet and TV to private clients, as well as innovative mobile and fixed line services to businesses. Their high-performance mobile network supports 2G, 3G, 4G and 4G+ technology and is the subject of ongoing investments.


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 Internet + TV 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
·Profound technical knowledge of Telecom products & services

Your profile
Education, specific training and experience
·Graduate
·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
· Language skills : Bilingual (NL/FR) + understand basic English


Note that we're looking for curious, autonomous, resourceful, and reliable people, who will show some creativity in problem resolution and are able to collaborate with colleagues for any help that might be needed/given. You must have affinity with techniology in general, since you'll be working on several screens and with different applications, punctuality is very important, and a customer oriented communication is a must.

If you feel you have the right personality for this job, you're bilingual (FR-NL), and you're interested in the Telecom domain and/or new technologies, apply now!


2. Customer Care Representative B2B

Mission/purpose
Be the end-to-end link between our client and his Customer - starting from the signing of contract, control of quality, provisioning, as to the end of the customer life cycle.
Interact with the customer in a pro-active way whenever possible. Give support to our independent sales selling B2B products.

Key responsibility areas
·Responds to questions by phone or in written & solves problems in a minimum of time, following predefined Service Level Agreements and processes.
·Handles and dispatches Quick Service Requests, Agent Service Requests within defined SLA's
·Dispatches files towards different Back Office teams if necessary. Ensures follow-up till solution has been found and keeps the customer or sales agent informed of any evolution.
·Manages pro-active campaigns to decrease the contact rate and to increase the satisfaction of customers and sales agents.
·Handles necessary administration and ensures updates of customers information in IT systems.
·Gathers field information and reports issues and problems as input of continuous improvement and/or incidents.

Your Profile
Education, specific training and experience
·Graduate
·1-2 years experience in a customer services environment

Interpersonal skills
· PC literate : capable to switch continuously from one application to another
· Adopting a customer-oriented attitude · Relating : can build a relationship with a customer
· 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 Friday between 8h & 19h
· Language skills : Bilingual (NL/FR) + understand basic English