Customer Service Executive

Job Specification

Position Customer Service Executive

Company
This is a global telecommunications company providing end-to-end solutions in voice, data and internet services combined in a integrated service package for business-to-business customers. Operating in 65 countries and with 83 000 employees worldwide.

General description

Call handling - provide first line customer service and manage customer tickets though to resolution. First priority will be to handle Technical enquiries, and second priority may eventually be to assist in call overflow from non technical queries as well.

Main Tasks

.Providing high level customer service by answering and handling all incoming telephone/fax/letter/e-mail requests uniformly per established customer specific:
Procedures
Processes
Work instructions
Service level agreements
.Processing of the incoming service enquiries in the different ticketing systems. All requests should be documented in the appropriate call and ticket tracking systems.
.Forward customer inquiries to appropriate second level support groups if necessary.
.Co-operate in process improvement.
.Actively attend shift and team meetings and contribute with feedback and suggestions.

Requirements

Fluency in English and Swedish
Other language skills an advantage.
Experience from a similar position in a service oriented environment
Skills in generals PC software applications Basic Project Management and Service Management skills
Flexible, pro-active and customer focused attitude
Creative and innovative in finding solutions
Highly developed communication skills
Skills in data analysis and ability to form accurate conclusions
Team orientated

Other

.Full training will be given
.International and dynamic work environment
.Growing potential