Back to search.Rise Jobs / Rise Group - Customer Service - Finnish
| Employment Type: | Permanent |
| Location: | Glasgow Area - Scotland, United Kingdom, Motherwell |
| Salary: | 17,500 |
| Languages: | English, Finnish |
| Required Languages: | 2 |
Job Title Customer Care Specialist Name of Job Holder
Main Purpose of the Job
To provide customer support and liaison to internal and external customers in a responsive, efficient and effective manner to deliver qualitative and quantitative targets of the GCCC.
Main Duties
GCCC Processes & Procedures
Follow defined work processes to ensure effective delivery of Service Call Management, Field Engineer Dispatching and Back Office Processes.
Call Management & Service Escalations
Respond appropriately to telephone calls, emails, faxes and postal queries from both internal and external customers
Log, Dispatch and Monitor Service calls in Service Management System in accordance with process.
Apply Escalation Processes where necessary in a timely and efficient manner
Use appropriate communication methods to fully determine and understand customer needs and take appropriate action to resolve customer queries
As necessary pass queries to higher-level assistance within the GCCC or appropriate next level support organisation
Respond to the customers needs, questions and concerns in an accurate and timely manner
Check status of calls to ensure call completion, taking action as necessary to remove barriers and obstacles, which prevent call completion
Provide backup for remainder of team during peak volumes, where appropriate
Resolve and/or Escalate Out of Hours Issues with limited support available
Tasking
Attendance is required in line with Scheduled Shift patterns
Ensure effective execution of Weekly and Daily allocated tasks
Quality & Performance
Perform effectively as customers ambassador Be Excellent in Customer Service
Be compliant with all relevant GCCC/our clients procedures
Escalate problems or issues in a timely manner
Proactively bring improvement ideas forward
Skills, Knowledge Experience
Essential
Fluent native speaking in English / Finnish and at least one other European language (Finnish).
Knowledge of MS Desktop packages (Word, Excel, Outlook).
Customer care/management environment experience
Contact centre or field service operations & development experience
Ability to work with a minimum of supervision self managed, self motivated, and prepared to take full ownership of activities
Excellent telephone manner
Good summarising and questioning skills to clarify issues and ensure understanding
Able to maintain an effective conversation in a conflict situation and move the conversation to a mutual resolution
Results oriented with attention to how achieved and ability to learn quickly
Good written and verbal communication skills
Good customer orientation and handling skills
Positive and proactive approach with a drive for continuous improvement and ability to manage change
Flexible to meet the needs of the business
Able to work effectively within teams
Preferable
Experience of Avaya, and Service Management Systems
Six Sigma awareness
Understanding and experience of ACS Systems and Products
Experience of multi-national/lingual operation
Ability to implement change while continuing delivery of daily performance
Ability to balance task and customer management
Complexity & Creativity
Dealing with urgent and real time operational issues while performing against strict guidelines and goals.
Judgement & Decisions
Dealing with escalated service call resolution
Contacts
GCCC Team Coaches
GCCC operations team
Our clients Customers
Regional teams
Main Purpose of the Job
To provide customer support and liaison to internal and external customers in a responsive, efficient and effective manner to deliver qualitative and quantitative targets of the GCCC.
Main Duties
GCCC Processes & Procedures
Follow defined work processes to ensure effective delivery of Service Call Management, Field Engineer Dispatching and Back Office Processes.
Call Management & Service Escalations
Respond appropriately to telephone calls, emails, faxes and postal queries from both internal and external customers
Log, Dispatch and Monitor Service calls in Service Management System in accordance with process.
Apply Escalation Processes where necessary in a timely and efficient manner
Use appropriate communication methods to fully determine and understand customer needs and take appropriate action to resolve customer queries
As necessary pass queries to higher-level assistance within the GCCC or appropriate next level support organisation
Respond to the customers needs, questions and concerns in an accurate and timely manner
Check status of calls to ensure call completion, taking action as necessary to remove barriers and obstacles, which prevent call completion
Provide backup for remainder of team during peak volumes, where appropriate
Resolve and/or Escalate Out of Hours Issues with limited support available
Tasking
Attendance is required in line with Scheduled Shift patterns
Ensure effective execution of Weekly and Daily allocated tasks
Quality & Performance
Perform effectively as customers ambassador Be Excellent in Customer Service
Be compliant with all relevant GCCC/our clients procedures
Escalate problems or issues in a timely manner
Proactively bring improvement ideas forward
Skills, Knowledge Experience
Essential
Fluent native speaking in English / Finnish and at least one other European language (Finnish).
Knowledge of MS Desktop packages (Word, Excel, Outlook).
Customer care/management environment experience
Contact centre or field service operations & development experience
Ability to work with a minimum of supervision self managed, self motivated, and prepared to take full ownership of activities
Excellent telephone manner
Good summarising and questioning skills to clarify issues and ensure understanding
Able to maintain an effective conversation in a conflict situation and move the conversation to a mutual resolution
Results oriented with attention to how achieved and ability to learn quickly
Good written and verbal communication skills
Good customer orientation and handling skills
Positive and proactive approach with a drive for continuous improvement and ability to manage change
Flexible to meet the needs of the business
Able to work effectively within teams
Preferable
Experience of Avaya, and Service Management Systems
Six Sigma awareness
Understanding and experience of ACS Systems and Products
Experience of multi-national/lingual operation
Ability to implement change while continuing delivery of daily performance
Ability to balance task and customer management
Complexity & Creativity
Dealing with urgent and real time operational issues while performing against strict guidelines and goals.
Judgement & Decisions
Dealing with escalated service call resolution
Contacts
GCCC Team Coaches
GCCC operations team
Our clients Customers
Regional teams
You cannot apply for this job as it is no longer active.
