Customer Service Analyst

Employment Type

: Full-Time

Industry

: Customer Service/Call Center



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about the roleRoles and responsibilities of VNOC Specialists :Call handling in both English and French to provide support to VNOC video customers.Mail management : Handle emails in a timely manner [ not exceeding 30 mins ] to process emails and customer requests .Proactive monitoring of video endpoints and video infrastructure and follow the process to open cases as per the defined process.Provide first statusing to customer via email or phone for all incident / change cases opened following customer requests or proactive monitoring as per defined severity.Provide subsequent statusing to customer via email or phone for all incident / change cases opened following customer requests or proactive monitoring as per defined severity on a timely manner.Booking assistance to users via phone or emails as per defined process.Manual booking for customers via phone or emails as per defined process.Roles and responsibilities of VNOC Specialists :Call handling in both English and French to provide support to VNOC video customers.Mail management : Handle emails in a timely manner [ not exceeding 30 mins ] to process emails and customer requests .Proactive monitoring of video endpoints and video infrastructure and follow the process to open cases as per the defined process.Provide first statusing to customer via email or phone for all incident / change cases opened following customer requests or proactive monitoring as per defined severity.Provide subsequent statusing to customer via email or phone for all incident / change cases opened following customer requests or proactive monitoring as per defined severity on a timely manner.Booking assistance to users via phone or emails as per defined process.Manual booking for customers via phone or emails as per defined process.about youExcellent communications skills. Fluent in English and French (verbal and written)Knowledge and technical skills : Good IP Knowledge (CCNA or CCNP equivalent), excellent Windows operating System knowledge, Good PC applications and operations knowledge, ability to work within a defined process and insure procedures are followed.Experience : 12-18 months experience in a technical support role preferred. Project management and technical change management experience an advantage.Other skills : Demonstrated ability to work under pressure & multi-task, Good time management and organizational skills, Flexibility in work hours required, and a willingness to learn and expand knowledge.additional informationBenefits :Medical SchemeMedical check up upon joining the company13th month bonus as per legislationTransport allowanceMeal allowancedepartmentCustomer Services & OperationsOrange 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.contractRegular
Associated topics: answer, call, client, client service, customer, customer care, customer service, representative, support specialist, telephone

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