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SUPPORT ASSOCIATES WITH LANGUAGE SKILLS

 

Company:

CPL
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Job Reference Number

14571510

Client ID:

RI/JO-1202-242491 RI
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Posted On:

Feb 21 2012

Location:

GALWAY, GALWAY
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Job Type:

Permanent

Salary:

NEGOTIABLE
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Support Associates with Second European Language - Galway - 11 month contract The Customer Interaction Center is a Global organisation supporting customers across Europe, the Middle East, Africa, the United States and Canada. They are a central point of contact for customer queries as per maintenance agreements. Utilising exceptional communication skills the core function of the Customer Interaction Center is to obtain real-time business information relating to real-time consequences of customers' on-site technical problems.

Tasks:

* Act as a dedicated point of contact for Premium Support customers in order to assist these customers optimise their support
* Engage the appropriate stakeholders to ensure that critical customer cases are resolved effectively and in a timely manner
* Proactively support Premium Support customers through new product implementations and upgrades via Critical Case Monitoring and info sessions
* Manage customer expectations in accordance with established processes and procedures
* Evaluate (from a commercial perspective) how the customer's technical issue affects daily business processes
* Assist the customer with queries relating to system access and downloading software

Requirements:

* Minimum 2-3 years account management experience
* Degree in a Business or IT related discipline
* Fluency in English & German / Portuguese / Italian / other European Language required
* Proven Account Management skills required in order to create, maintain and enhance customer relationships
* Collaborative approach to work with others to achieve group goals; ability to energise people to work together to accomplish business results
* Willingness to take personal responsibility to ensure external and internal customer satisfaction
* Proven negotiation skills
* Ability to build relationships and develop rapport internally and with external clients
* Commitment to continuous updating of knowledge of current systems and technology by reviewing materials and consulting internal or external experts
* Recognition of and action on opportunities to address present problems and work toward a resolution
* Flexibility with working hours

For more information contact The Galway Language Desk on 091 507500 or email CV to reception.galway@cpl.ie