French Speaking - Helpdesk advisor

Posted on Jul 12, 2019 by CV-Library

West Midlands (County), United Kingdom
Wholesale Trade
Immediate Start
£25k - £26k Annual
Can you speak and understand French to a fluent level? Do you have Customer Service experience? Do you have an interest in I.T.? Are you keen to work for a forward thinking and successful company that will invest in on going training and development? THIS IS A TEMPORARY TO PERMANENT OPPORTUNITY WITH IMMEDIATE START - CONTRACT WILL BE 12 WEEKS.

EXCELLENT salary and benefits

Your responsibilities:

* Logging all customer incidents and/or service requests.

* Logging all fault information from the customer onto the incident management system.

* Questioning and diagnosing each incident, ensuring all details are accurate and meaningful with the correct level of information recorded.

* Applying first time fixes wherever possible before passing incidents to the correct resolving group, following the required knowledge and process.

* Understanding the impact of the incident or service request in line with the customer's business and systems.

* Monitoring all incidents and following-up with resolving groups ensuring SLA's are adhered to.

* Updating customers on the status of their incident.

* Resolving and closing cases ensuring ownership through to a satisfactory conclusion.

* Performing call-backs to customers to confirm call closure.

o Ensuring agreed escalation procedures are adhered to and management are informed of high priority or potentially high-risk customer problems.

o Logging calls with 3rd parties and liaise with them to ensure resolution.

Skills and experience

* Excellent oral and written communication skills with the ability to communicate effectively at all levels.

* Excellent social skills with the ability to establish and maintain good/productive relationships with colleagues and customers.

* Ability to manage own work load, with good planning and organisation skills. Understands the difference between 'urgent' and 'important', and priorities accordingly. Uses own initiative.

* Logical problem-solving skills.

* Able to determine when it is appropriate to invoke escalation processes.

* Methodical and analytical approach to incident and problem solving

* Experience working in an IT-related environment, preferably on a technical Service Desk.

Role includes working shifts between 8am - 6.30pm. 37.5 hours per week. You will also be required to work weekends on occasion and you will be given an on-call phone some of the time to take home, you will be financially rewarded for this regardless of whether you are called or not

Reference: 210406887

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