Client Svcs & Spt Specialist

Job description

about the role

- To service customer request (phone, email, chat, web or via any other medium)

- To intervene on complex cases and follow-up until resolution

- To take necessary steps to ensure customer satisfaction

- To provide the necessary support in handling of escalations

- Provide help, support and guidance to new comers and junior staff

- To provide support on value added tasks and projects

about you

-Bilingual – English & French written and spoken

-IT Proficient: MS Office Software Suite: Word, Excel, Outlook

Knowledge:
-Telecommunications
-Knowledge Management Systems
-Process and Standards
-Service Desk Organisation
-Customer Relationship Management

Abitilities:
-Good communication skills
-Excellent customer facing skills are required
-Good time management, and organisational skills
-Team work, uses a team approach to solve problem when appropriate.
-A determination to process tasks according to pre-defined processes is essential.
-Ability to build relationships with peers and management levels and customers.
-Proactive, self motivated and determined attitude.
-Tenacity.
-Flexibility in terms of working hours.
-Ability to work under pressure & multi-task, using a team approach to solve problem when appropriate
-Results orientated, and problem solving skills.
-Troubleshooting and incident resolution

additional information

Experience: at least 2-3 years in a similar role.

Diploma/Degree in IT or Telecommunications.
ITIL V3 Foundation (optional).
CCNA (optional).
Microsoft certifications on Windows would be an advantage.

Candidate with experience may also be considered for the position.

department

Customer Services & Operations

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.  Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

contract

Regular