Multilingual Service Coordinator with Global Reach
2 semanas atrás
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 OverviewThis 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.
- 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.
- 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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