French and Digital Service Desk

2 semanas atrás

Lisboa, Lisboa, Portugal Colt Technology Services Tempo inteiro

Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.


We provide extensive training to ensure you are brought up to speed on the technologies and solutions we offer to our customers.

Don't be afraid of understanding the complex technologies - your task isn't to solve the issues, but to raise tickets and pass them on to our internal resolution teams.


Your tasks:

  • Creation of customer tickets using the CRM Siebel with all customer inputs captured in French, to be systematically translated to English for the tickets
  • Realtime monitoring of all available channels for subsequent inbound communications from customer/suppliers related to existing tickets and deciding on "next best action" (typically an outbound communication and/or a TO DO task to Colt internal Resolution teams)
  • In cooperation with Colt internal Resolution teams, create and followup on communication plans agreed on with customers/suppliers.
  • Realtime monitoring of inputs received (in English) from Colt internal Resolution teams and translation into French before communicating with the customer/supplier.
  • Build and manage customer relationships with customers, suppliers and internal Colt teams.

The Key Accountabilities:

  • Ensure systematic and high quality documentation in Colt CRM systems of all interactions with customers/suppliers.
  • Participate, when requested, in Continual Service Improvement initiatives representing the functional area of expertise
  • Provide training and coaching to new starters and less experienced team members to assist with the ongoing development of the team.
  • Live and breathe the customer focus we pride ourselves on here at Colt
  • Ensure a right first time, accurate approach to resolving our customers issues
  • Help to build strong relationships with all departments within Colt

What you will need to succeed:

  • Knowledge of business English, grammar and usage as well as fluency in French.
  • Previous experience within a customer facing call centre Helpdesk environment would be beneficial
  • Excellent interpersonal, listening, communication and critical thinking skills.
  • Ability to effectively problemsolve basic to moderately complex customer issues and complaints.
  • Prior experience of working within a team environment, in which a supportive team resolves bigger issues together and helps one another succeed.
  • Able to demonstrate a high level of capability in terms of customer handling, show empathy and maintain a friendly, calm and professional attitude in conflictive situations
  • Ability to work under pressure, while maintaining a high standard of quality

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