Central Business Support Team: English and German

RESPONSABILITATI

- Acquire advanced job skills (good knowledge of processes and tools) in order to be able to complete routine and moderately complex assignments/tasks (advanced knowledge of Siebel and Business Objects and other country specific processes)
- Acquire good understanding of general aspects of the job and become familiar with company policies and procedures (basic knowledge of business, and products in Sales Operations)
- Provide immediate solutions to customers issues on the very first contact whenever possible
- Incorporate a broad knowledge base and high level of communication skills to ensure customer satisfaction
- Owns responsibility of analyzing, understanding, interpreting the customer’s support issues
- Coordinate customer complaint escalation process and serve as a focal point for contact and resolution
- Act as an interface between IT support and end-users
- User setup for Siebel 7.5, SAMI, Forecast Portal, CIP, KPI
- Ad-hoc tasks as requested by country CRM teams, with timelines/deadlines as agreed with them (examples : opportunity updates, alliance partner updates)
Process improvements
- Incorporate the personal experience and knowledge to improve the general support process used in day-to-day activities
- Actively search for new solutions to improve the day-to-day activity

Training and communication
- Attend all required trainings and provide feedback, information and recommendations in support of training improvements
- Assist new comers as per request in completing their mandatory trainings/tasks from the New Employee Orientation program
- May deliver or assist in delivering trainings and/or presentations on Business Support functions or general business issues
- Act as team member by providing information, analysis and recommendations in support of team efforts.
- Ensure transparency of information, by properly documenting and storing on Share Point the information of public interest.

Other responsibilities
- Ensure proper backup and handover during vacation and other absence
- Participate in the department’s activities related to policies and procedures
- Apply Control & Quality policies to ensure policies and audit requirements are met
- Respect confidentiality and private information policies by disclosing information generated within the department exclusively to authorized receivers
- Responsible to care for and secure the department’s equipment under his/her ownership during the duration of his/her employment
- Support the department’s development projects with relevant data and actions
- Answer e-mails within the agreed timelines and immediately for urgent ones
- Perform additional activities assigned by managers

CERINTE

DESCRIEREA FIRMEI

CHALLENGING JOBS IN OUR COMPANY
DELIVERING SERVICES FOR MULTINATIONAL CLIENTS

We are : APT Resources & Services SRL (www.apt.ro)
Our goal is it to supply our customers with a good consultation and a helpful assistance