International telecom-corporation seeks Customer Care Representative

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Do you have studied at a techincal university?

SW seeks, on behalf of our client, a service- and business minded Customer Care Representative. Our client is a international telecom-corporation with main office in the south of Stockholm. As Customer Care Representative you work at a international carrier servicedesk and you take care of our client’s customers’ requests (incoming by telephone, email, web interface). You log all actions taken and contacts with customers, in appropriate system. As a part of a technical customer care you perform in-depth level of troubleshooting in order to resolve as many cases as possible at first line without escalation to second level support.

As a Customer Care Representative at our client you work on a rolling basis for shift work covering 24/7/365.

This is a 6 month long consulting assignment with start immediately. There is possibilities for a renewal of the agreement after the 6 months.

Organization
As a Customer Care Representative you are a part of carrier service which is single point of contact for customers world-wide and you handle service defaults, delivery, billing and sales inquiries from customers such as operators, service and content providers as well as other large-scale user. Carrier service own and drive customer issues to resolution while keeping an open channel of communication with customers during on-going cases. Carrier service is a technical customer support with strong business acumen and customer focus. They deliver a world-class customer experience to build business trust and reliability with our customers.

Job outline
As Customer Care Representative you work at a international carrier servicedesk and you take care of our client’s customers’ requests (incoming by telephone, email, web interface). You log all actions taken and contacts with customers, in appropriate system. As a part of a technical customer care you perform in-depth level of troubleshooting in order to resolve as many cases as possible at first line without escalation to second level support.

You are part of a working group with about 26 colleagues.

As Customer Care Representative you are part of a technical customer support and your main tasks are :

- Take care of customers’ requests (incoming by telephone, email, web interface)

- Log all actions taken, and contacts with customers, in appropriate system

- Perform in-depth level of troubleshooting in order to resolve as many cases as possible at first line without escalation to second level support

- Keep track of Service Level Agreement (SLA) thresholds and commitments and chase information

- Be responsible for keeping the fault handling on-going and push for a resolution/a restoration of the service as soon as possible

- Write reason for outage reports to customers upon request

- Contribute to the process and routine’s development and improvements and share knowledge

- Exemplify the company values & code of ethics in the daily workflow

This is the job for you that have a technical interest and want to be part of a world-wide operating technical customer service at an international telecom-corporation!

Qualification and skills
We are looking for you who has completed at least 2 years of studying at a technical university. It is a merit if you have worked with similar tasks before. You have excellent skills in oral and written English and you have excellent communication skills over telephone and in writing. We think that you have a technical knowledge, experience, understanding and interest of telecommunication technology. An additional foreign language on a fluent level is meriting.

We are looking for you who are serviceminded and have an excellent organizing capability, since you work in a technical customer service and have contact with different customers. You take great responsibility for your tasks and are accurate, but also you are a teamplayer.

Important information
Above is a consulting assignment with a temporary employment at SW. This is a 6 month long consulting assignment with start immediately. There is possibilities for renewal of the agreement after the 6 months. As a Customer Care Representative at our client you work on a rolling basis for shift work covering 24/7/365. Submit your application as soon as possible since selection and interviews will be held continuously. Should you have any questions regarding the position please contact, recuriter Simon Jordal 08-407 55 68.

Consultant at SW
You thrive to develop and get inspired by new challenges and environments. You have an ability and sensation to operate within different businesses and working groups. We work in close collaboration with you and are sensitive for your preferred challenges. Together with our HR Consultants and with our successful clients we can match the right assignment to you and support you in your preferred career. Do we know our clients need and our candidates competence, we will succeed. Vi frågar därför vet vi.