Job expirat
OBJECTIVES:
• Continuously provide high quality support services to EMEA end users on CRM business and tools / solutions / applications.
MAIN RESPONSIBILITIES
(Key Result Areas)
Tasks / Assignments
• Act as the front-end focal point for EMEA customers inquiries via web (TechDirect), email or telephone
• Provide support for Siebel and interfaces (PRM, Eclipse, CID) in the agreed SLA.
• Provide access and support for forecasting tools in the agreed SLA.
• Provide immediate solutions to customers issues on the very first contact whenever possible
• Proactively escalate any issue identified in the supported tools.
• Own responsibility of analyzing, understanding, interpreting the customer’s support requests.
• Create support documentation and maintain with updated information.
• Act as an interface between IT support and end-users
• Coordinate customer complaint escalation process and serve as a focal point for contact and resolution
• Test new Siebel releases
• Perform additional process operational tasks within agreed timelines/deadlines.
• Attend the mandatory team meetings, APT meetings
• Support EMEA SPS projects and bring his/her own contribution to them
• Show active interest in learning, in order to provide the highest quality support to our customers
• Incorporate a broad knowledge base and high level of communication skills to ensure customer satisfaction
• Maintain archives in order to provide information’s continuity
JOB REQUIREMENTS
(Knowledge, skills, experience)
• Minimum one year office work experience
• Fluent English knowledge; other European Language would be a plus
• Must have very good knowledge in using PC and Microsoft Office (Outlook, Excel, PowerPoint, Word), Internet Explorer
• Ability to work as part of a remote/virtual team
• Good communication skills (good questioning and listening skills)
• Strong motivation, good eye for detail, high degree of accuracy
• Customer service mentality
• Positive attitude and professional conduct
• Self motivated and task oriented
COMPETENCY REQUIREMENTS
• Customer oriented – keep customer always in mind
• Valuable individual but very good team player
• Flexibility and adaptability
• Ability to take initiative and develop solutions
• Perfectionist approach to detailed work
• Strong analytical skills
• Ability to work under pressure
• Meet agreed deadlines for action
• Deliver quality outputs
• Interest in learning new systems
• Ability to handle multiple tasks
• Maintain a good relationship with EMEA SPDS points of contact
Compania noastra imbina experienta, expertiza, managementul activ si cultura creativa. Asiguram clientilor nostri know-how-ul si cunoasterea pietei din Romania pentru a ajuta dezvoltarea unui proiect de succes. Forta companiei APT Resources & Services consta in insasi echipa si in devotamentul ei pentru a oferi de fiecare data cele mai bune performante. Domeniile noastre de specialitate se incadreaza in servicii profesionale de resurse umane, incluzand recrutare & selectie de personal si consiliere in cariera.
