Multilingual Service Coordinator with Global Reach

2 semanas atrás


Lisboa, Lisboa, Portugal Mygwork Tempo inteiro

At Colt Technology Services, we're dedicated to providing network, voice and data centre services to thousands of businesses worldwide. Our inclusive employer status and membership in the LGBTQ+ business community make us an attractive choice for those seeking a supportive work environment.

Job Overview

This role involves working as part of our Chief Operating Officer (COO) team in Lisbon, Portugal. As a Multilingual Service Coordinator, you'll engage directly with customers and partners to provide efficient incident support and exceptional customer experiences.

Key Responsibilities
  • Seamlessly manage end-to-end processes for resolving and communicating customer support tickets in Italian and English.
  • Handle customer calls and manage incidents and requests within specified SLAs, maintaining 24/7 operations.
  • Proactively work on customer experience improvement initiatives to boost Net Promoter Scores (NPS).
  • Respond to Customer/OLO emails and telephone calls in foreign languages, following set processes and documenting incident details in required templates.
  • Provide regular updates to customers and vendors on ticket progress.
  • Proactively follow up on negative triggers to enhance NPS.
  • Allocate unresolved incidents to suitable support groups and manage customer escalations.
Requirements
  • Excellent communication skills in Spanish and English, with solid experience managing customer relationships.
  • Ability to multitask and prioritize workload effectively.
  • Flexibility to adapt to changing procedures and environments.
  • Strong interpersonal skills and a team player mentality.
  • Working knowledge of Intranet and Internet applications beneficial.
  • Proficiency in MS Office products, including Excel, Word, and Outlook.
What We Offer
  • A dynamic and inclusive work environment that empowers employees to thrive.
  • Flexible working hours and remote work options.
  • An extensive induction program with experienced mentors and buddies.
  • Ongoing development opportunities and educational programs.
  • A comprehensive Employee Assistance Program.
  • Global Family Leave Policy.
  • Internal inclusion and diversity employee networks.

We estimate the salary for this position to be around €45,000 - €55,000 per annum, depending on location and experience.



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