Job expirat
• Act as the front-end focal point for EMEA customers inquiries via web (TechDirect), email or telephone
• Provide access for Siebel, Forecast Portal, MRM, KPI, in the agreed SLA
• Provide support for Siebel and interfaces (PRM, Eclipse, CID), Forecast Portal, KPI, in the agreed SLA
• Provide immediate solutions to customers issues on the very first contact whenever possible
• Proactively escalate any issue identified in Siebel, KPI, Forecast Portal
• Own 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
• Test new Siebel releases
• Perform additional tasks as requested by country CRM teams or EMEA CRM Workstreams, with timelines/deadlines as agreed with them (examples: opportunity updates, alliance partner updates, Siebel usage analysis)
• Attend the mandatory CRM meetings, team meetings, APT meetings
• Support EMEA 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
• Minimum one years office work experience
• Fluent English knowledge plus one other European Language mandatory
• Must have very good knowledge in using PC and Microsoft Office (Outlook, Excel, PowerPoint, Word)
• 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
• Have a 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
• Interest in learning new systems
• Ability to handle multiple tasks
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.
