Resolution Expert

2 semanas atrás

Lisboa, Lisboa, Portugal 1Global Tempo inteiro

1GLOBAL is a technology-driven global mobile communications provider dedicated to empowering enterprises worldwide to unlock the full growth potential of mobile connectivity.
With a best-in-class telecom technology platform, a comprehensive suite of globally viable regulatory licenses, and privileged access to the telecom wholesale market, 1GLOBAL is uniquely positioned to deliver seamless compliance and connectivity solutions.
Serving the world's leading banks, corporations, and digital-first businesses—including neo-banks, travel companies, and payment service providers—1GLOBAL connects over 43 million devices globally.
  With 2024 full-year revenue exceeding US$100 million, 1GLOBAL is a profitable business generating significant cash flows to fund its ongoing investments in infrastructure, transformation, and growth.
2024 saw major client wins and marked 1GLOBAL's evolution from a multi-market telecommunication provider to a global technology-driven mobile connectivity powerhouse.
  Established in 2022 by experienced tech founders and entrepreneurs Hakan Koç and Pyrros Koussios, 1GLOBAL is a European technology leader driving digital transformation in the global telecommunications market.
It operates as a fully regulated Mobile Virtual Network Operator ("MVNO") in nine countries and as a regulated telecommunications operator in an additional 31 countries.
Headquartered in the Netherlands, with world-class R&D hubs in Lisbon, Berlin, and São Paulo, 1GLOBAL employs over 400 experts across 13 countries.
The Role The Resolution Expert plays a critical role in ensuring the successful resolution of customer issues, particularly at higher tiers of service.
This individual will become an expert in handling complex cases for specific products and clients while serving as a key problem-solver for the customer services team.
The ideal candidate is a strong communicator, empathetic listener, and a sharp detective when it comes to identifying and addressing root causes of customer concerns.
In this role you will be required to move many times across different products, according to business priorities.
We're looking for someone who is mature, waits for no one when it comes to learning, and understands the need for change.
Key Responsibilities: Social Media Ticket Management : Handle and resolve customer inquiries and complaints through various social media platforms in a timely and professional manner.
Issue Resolution for Higher-Tier Customers : Address complex and escalated issues from VIP or high-priority customers, ensuring swift and effective resolutions.
Case Handling for Specific Products/Clients : Become a subject matter expert (SME) on designated products or clients, managing case escalations and offering tailored solutions.
Customer De-Escalation : Use your expertise and emotional intelligence to manage and de-escalate challenging customer interactions, turning difficult situations into positive experiences.
Root Cause Analysis : Act as a detective, conducting thorough investigations to identify and address the underlying causes of recurring issues and providing actionable feedback to the product and support teams for long-term improvements.
Continuous Learning : Demonstrate a strong desire to learn and adapt, quickly gaining expertise in new products, services, and customer needs.
Stay curious and proactive in acquiring new skills to improve the overall customer experience.
Requirements Experience with ticketing systems and customer service processes.
Knows how to handle different data and building analysis on Excel.
A professional telephone manner and call management skills.
Outstanding written and verbal skills in English - able to take technical information and translate into easily understandable language for customers.
Other languages are a plus.
Exceptional customer relationship management skills – including handling complaints effectively.
Good teamwork, organizational and time management skills.
Excellent analytical and problem-solving skills.
Good attention to detail and the ability to understand and follow technical processes accurately.
You may have gained this experience by working, for example, in Helpdesk, Customer Service or Call Centre roles; Mobile Handset support roles; the Telecoms sector: both GSM and VoIP Benefits Why 1GLOBAL?
Growth Opportunities: Advance your career in one of the fastest growing telecommunications companies, expanding over 40% year-on-year under the leadership of successful tech entrepreneurs.
Major Transaction Exposure: Be in the driver's seat for transactions that will have an impact on the future telco industry.
Work with a Talented Team: From the Board and the Founders to the Senior Management Team, you will collaborate daily with the most capable and renowned external advisors, and constantly being exposed to talented and driven individuals.
Dynamic Work Environment: Thrive in a collaborative, fast-paced workplace where innovation is encouraged, and every contribution counts.
Professional Development: Work alongside industry experts to enhance your skills and knowledge in a cutting-edge field.
International Experience: Gain opportunities to work in different 1GLOBAL offices around the world as you grow within the company.
Open Communication Culture: Join a team where your ideas are heard, and open dialogue is encouraged, fostering a supportive and transparent work environment.
Get Things Done Attitude: Be part of a results-driven team that values efficiency, creativity, and the drive to make a tangible impact in the industry.
1GLOBAL is an equal opportunity employer, we value your character as much as your talent.
Diversity drives our innovation and we offer a collaborative, dynamic, and international work environment.
We are excited for you to join our mission to revolutionise connectivity globally.

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