VoIPJob.com - Stage: SFC Customer Analyst

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Description du Stage

  Région du poste: Espagne
  Catégorie de poste: Autres Catégories
  Type de poste: SFC Customer Analyst

  Description du Stage:

Ref : SFC
Customer Analyst

IES Consulting, leader in employees’ recruitment in Europe, provides a placement in Barcelona an important multinational, specialized in IT infrastructure services.
This firm is located in Barcelona and offers a possibility of employment at the end of this placement.

• Job details:

Incident Management:
Take incoming customer calls (via telephone, email, voicemail, pager, or other automated alerts), log call details onto call management systems and provide response and resolution within SLA.
Maintain technical knowledge and expertise associated with applications specific to individual customers.
Progress / close service calls to a satisfactory conclusion on call management system.
Liaise with Mentor on specific open calls ensuring no call is left unattended beyond SLA (service level agreements).
• Proactively update customers with call status and resolution progress.
• Monitor / progress all open calls in queue.
• Escalate potential service issues initially with Mentor
• Ensure contractual SLA is maintained.
• Provide cover for other First Line Agents in their absence, either within the same team or across teams.
• Liaise with Supervisors/ Mentors on specific projects where requested.
• To understand and comply with administrative duties including holiday, sickness and -overtime forms in a timely and accurate manner.
• To attend regular Team Meetings
• To work on additional tasks required by Supervisor or Mentor connected to keeping up --Helpdesk performance, quality and customer satisfaction, and any reasonable request coming from your aligned manager

Knowledge Management:
• Share knowledge with colleagues through direct communication with mentor for updating knowledge sharing tools.
• Proactively research problems and solutions and share this information through same time

Training and development:
• Support less experienced colleagues on the helpdesk through joint working, monitoring, direct feedback and knowledge sharing.

• Candidate profile :

- Graduation in Business School or Engineer School
- Strong business minds, out-going individuals, assertive
- Fluent in English, other languages are a plus
- IT oriented

• Work Conditions :

Begining : as soon as posible
Posibility of employment at the end of the placement
Salary : from 500 to 600 € per month
Location : Barcelona (Spain)
6 months

For the job :
Salary
- 14600 EUR Bruto/year
Bonus
- 1680 EUR Bruto/year
Employee referral bonus
- 300 EUR paid after candidates’ performance of 6 months within company
Holidays:
30 calendar days (22 working days + 1 more that the firm is giving to all employees as a benefit this year)
Bank holidays:
- 14 days (Spanish law)
Internal promotions
- All vacancies advertised internally and priority to internal candidates given
Free Spanish language classes in a language school
Social benefits (sport clubs, medical insurance, etc.)
- Discounts in sport club and private insurance

If you want to apply for this placement, send us an email, with your CV (+ picture) at the following : nicolas@ies-consulting.es
If you correspond to the different criteria, we will introduce your application to the recruitment department.

Nombre de Consultations: 106

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