Every month we help millions of people stay connected by providing Business Process Outsourcing solutions to many of the world’s leading and most prestigious mobile operators and manufacturers. During this process we generate vast quantities of data which we store, order and process through our platform known as GlobalMine™. We can then generate insight into the user experience and identify preventable issues which we feed back to our customers to improve future products & services. In understanding the user context, we can enlighten the user experience. In enlightening the user experience, we add significant value to the providers of the mobile user experience.
The Role Providing solutions to support problems efficiently in accordance with defined targets and procedures through excellent customer service Provide customer support via multiple touch points (e.g inbound calls, e-mail) Accurately log customer and product information into CRM systems Proactively develop skills and knowledge through effective use of systems Understanding customer care and apply to all customer touch points Share knowledge gained with team through effective knowledge transfer Maintain a high standard in personal KPI targets as defined Competencies: Essential Proven experience of delivering customer excellence Excellent written and verbal communication skills in German Analytical thinker with problem solving skills Comfortable with technology and relish new opportunities Ability to self manage Desirable Wireless data and GSM experience Experience working in a call centre environment Outcomes Resolve end customer issues ensuring the customer is satisfied and that the issue is resolved in an efficient manner Achieve customer SLA targets by resolving customer issues in a timely manner Knowledge proactively shared with the business and captured in a formal manner