Customer Care International: English

Customer Care International: English

Omfattning: Chinese and Russian-speaking, technical skills, full-time

Ort: Stockholm

Referens: HC25769

Publicerad: 2010-03-18

Information om uppdraget

Academic Work is looking for a technically skilled Customer Care Representatives for a client. The Client is one of the leading providers of cross-border communication services with customers like operators, service providers, content providers and other large-scale users world wide. The Client has a strong focus on growth in the U.S., Eastern Europe, the Near East and Asia, especially on IP-services.

The Customer Service Centre, where you would be working, is located in Farsta, and provides service to their customers 24/7. Acting as the Single Point of Contact together with the team, you will take care of customer requests regarding services/faults, delivery, billing, sales and always own and drive customer issues to resolution. The team will also constantly communicate to customers during on-going cases.

Your main responsibilities in this position will be:

- Make a first analysis of customer request and try to find a solution

- Handover complicated questions to the correct team for resolution

- Give professional feedback to customers regularly, according to SLA’s (Service Level Agreements), during on-going cases.

- Log all actions taken and contacts with customers in support systems

- Handle orders regarding for example cross-connects, remote hands and minor upgrades

- Help customers getting in contact with appropriate person for advanced sales questions

- “Ownership” of issues opened by the team and handed over to others for resolution

- Keep track of SLA thresholds and commitments and search information

- Report to customer when solved (both orally and written) handling of escalations and the follow up

- Contribute to the fulfillment of the team and corporate visions and goals

Vi söker dig som

We want you to have a general technical knowledge and interest within telecommunications or TCP/IP; you need to be an advanced PC-user. You should have excellent communication skills, both over the phone and in writing. Since you will work with international clients you need to be fluent in English, both written and spoken, and if you have experience from work in an international environment it is seen a big plus.

It is meriting if you have a good knowledge of at least one of the following languages Chinese, Russian and American-English.

As a person you are service-minded, a good team player with a great sense of responsibility. You need to be extrovert, actively networking with the organization and a problem solver. You should also have analytical capabilities and be able to handle several issues simultaneously.

For a more even distribution in terms of sex, we are happy to see female applicants with a technical background.

Starts: ASAP

Fulltime

Salary: According to Collective agreements

Reference: HC25769