2 CUSTOMER CARE INTERNATIONAL REPRESENTATIVES

Academic Work is looking for 2 Customer Service Centre Representatives for a client. The client is one of the leading telecommunications companies in the Nordic and Baltic region and also holds strong position in mobile communications in Eurasia, Turkey and Russia. The Customer Service Centre, where you would be working, is located in Kista and provides services to their customers 24/7. Acting as the Single Point of Contact, the team that you work in 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 - Answer basic questions by finding information in support systems - Handover complicated questions to the correct team for resolution - Give correct feedback to customers regularly, according to SLAs (Service Level Agreements), during in-going issues and close upon completion - Log all actions taken and contacts with customers in our support systems - Take care of customers requests regarding billing, delivery and sales - Handle basic 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 chase information - Report to customer when solved (both orally and written) handling of escalations and the follow up - Contribute to the fulfilment of the team and corporate visions and goals For the right person on this post there are great possibilities to grow and develop within the company. Krav på person: We want you to have a general technical knowledge and interest within telecommunications. Since the work consists of getting information from a number of support systems in the organization you need to be an advanced PC user. You should also 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 also meriting if you have good knowledge in at least one of these languages; Swedish, Russian, Finnish, Polish, Spanish, German, Dutch, Italian, French, Turkish or any Asian language. Experience from similar jobforms is also a requirement which we would like you to have had. 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. Reference: HC13258 Published: 2007-06-04