Customer Experience Advisor - Maternity Cover Barcelona


  • Barcelona
  • Hace 44 horas (Actualizada)
  • 5 inscritos

Jornada Completa - Contrato De duración determinada - Retribución sin especificar - No se requiere experiencia

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Colt Technology

Colt provides high bandwidth services for enterprises and wholesale customers in Europe, Asia and North America’s largest business hubs. Colt enables the digital transformation of businesses through its intelligent, purpose-built, cloud-integrated network, known as the Colt IQ Network. It connects over 800 data centres around the globe, with over 25,000 on-net buildings and growing. Colt is also recognised as an innovator and pioneer in software defined networks (SDN) and network function virtualisation (NFV). 
 
 Colt has built its reputation on putting its customers first, with a focus on delivering true local presence and agility for enterprises that are global yet need local attention. Customers include data intensive organisations spanning over 200 connected cities in nearly 30 countries. Colt counts 19 of the top 25 global telecoms companies and 18 out of the top 25 global media companies (Forbes 2000 list, 2016) amongst its customers. In addition, Colt works with over 50 exchange venues and 13 European central banks. Privately owned, Colt is one of the most financially sound companies in its industry and able to provide the best customer experience at a competitive price.
Descripción de la oferta

Descripción de la oferta

Duración de la oferta: hasta el 12/06/2019

Funciones

Are you an enthusiastic communicator based in Barcelona who is looking for an opportunity to utilise your language skills? We have an exciting opportunity available in our international offices in Barcelona. Ideally you will have gained some experience in customer support over the phone and email. Your key prirotiy should be providing our B2B customers with the best possible service, ensuring they are confident in their choice to use our services.  
 
 This role is a maternity cover position and comes with a temporary contract with a duration of a minimum of 4 months.  
 
 Your tasks: 

 •Receive and handle all inbound, internal and external customer non fault queries and manage through to resolution for specific customer accounts
 •Action all customer queries in line with the required processes and service level agreements
 •Work as part of a team to ensure great customer service delivery – every time
 •Engage proactively with service centers to ensure customer requirements are received and actioned
 •Recognize and deal with queries, requests and problems in line with our customer account requirements
 •Identification and action of escalation issues
 •Undertake any other customer account support duties as required (including outbound queries)

 The Key Accountabilities: 

 •Ensuring dispute policy is adhered to for non-fault tickets.
 •Ensure the results of our TSAT surveys meet the expectations of Colt. 
 •Working towards delivering a best in class customer experience
 •Handling incoming customer and internal calls, ensuring availability to meet abandon rate SLAs
 •Managing emails from internal or external customers, ensuring efficient management to meet response time SLA
 •Regularly communicate with our customers on the progress of their tickets, using non Colt jargon and customer friendly terms.
 •Resolve customer issues always following Colt standard processes
 •Ensure a right first time, accurate approach to resolving our customers issues
 •Help to build strong relationships with all departments within Colt

Requisitos

 •Knowledge of business English, grammar and usage. Knowledge of the following languages is an advantage: German, Dutch, Italian or French.
 •Superior customer service and empathy skills.
 •Excellent interpersonal, listening, communication and critical thinking skills.
 •Ability to effectively problem-solve basic to moderately complex customer issues and complaints.
 •Ability to communicate clearly and effectively, both verbally and in writing.
 •Ability to multi-task and work in a high-volume, fast-paced environment.
 •Ability to pay strict attention to detail.Ability to communicate with customers patiently and politely even in difficult times.
 •Ability to meet productivity and quality standards on a daily basis.
 •Ability to work in a results-oriented, metric driven work environment.

Se ofrece

•Relaxed dress code
 •Two days annually to spend on volunteering opportunities
 •39 hours working week and additional days off as per Colt own collective bargaining agreement
 •Benefit package that includes life insurance, private health insurance and pension plan, in addition flexible benefits scheme.
 •Lunch vouchers or childcare vouchers
 •Access to a virtual business school for on-going learning
 •Business mentoring
 •International environment with employees from more than 35 different nationalities.

Etiquetas

  • customer service
  • b2b
  • Área

    Atención al cliente

  • Categoría o nivel

    Técnicos

  • Nº Vacantes

    1

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