Careers at Movate – Mauritius

Job Title: Telecom Engineer
Work Location: Ebene
Experience: 1-5 years
Education Qualification: Telecommunications/Electrical/Networking/ Engineering or CCNA qualified
Shift: 9 hours shift between 8am to 5pm (Central European Time Zone)

Roles and Responsibilities:

• Process Adherence and Activities
• Troubleshoot all Level 1/2 cases from the customers.
• Focus on customer satisfaction.
• Document all communication with customers in the CRM.
• Manage backlog efficiently.
• Notify/Discuss/Escalate with Senior L2/ATAC/TL/Manager on SR’s that require assistance.
• Plan and constantly work on upgrading technology and product expertise.
• Contribute to the knowledge base.
• Understand the SLA’s and work/align style of working towards meeting them.
• Be aware of KRAs and make sure KRAs are met.

Required Skills & Desired Skills :

• 1-5 years experience in troubleshooting technical / Telecom/Networking issues
• Fluency in both French and English
• Ability to work efficiently in a highly demanding, team-oriented and fast-paced environment.
• Ability to communicate and empathize with all levels of customers – executives, end users
• Self-motivated with the ability to dive right in, be effective and make a difference
• Technical: Analog and Digital Telephony, Voice Networking (QSIG/DPNSS), VOIP, PBX, WINDOWS OS, Networking, Routing, WAN

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Job title: Customer Support Representative & Service contract team
Work Location: Ebene, Mauritius
Experience: Minimum 6 Months
Education Qualification: Min School Certificate

Roles and Responsibilities:

• Providing support for Business Clients via phone, email, chat;
• Clarifying case properly in order to dispatch it to the appropriate group;
• Understanding customer concerns and address them effectively;
• Processing the request and providing a solution to the client if necessary (e.g. password reset, license generation, access issues)
• Ensuring customer satisfaction for services rendered.

Required skills:

• Good communication skills in English ,  French, Spanish  ,& German.
• Good level of English;
• Strong Customer service focus;
• Excellent communication skills;
• Passion to learn new concepts, technologies and processes.
• Experience in preparing quotation in excel( Basic excel knowledge)

Service Contract Team:

• Review customer’s Orders for accuracy and completeness.  Prepare quotation.
• Update  Client’s  CRM system with Order information and process orders in a timely manner.
• Work closely with business stakeholders
• Work with sales representatives to review and clarify any issues or questions with the order.

Send email regarding issues and questions to sales representatives.

• Answer customer request related to support services contracts within SLA. Wide variety of situations/Cases to handle.
• Coordinate with internal Alcatel-Lucent teams
• Service Contract team ii) Services offer
• Service business developers
• Commercial (Channel Sales Manager / KAM)
• Welcome Center/ Level 2 contract support team.
• Product Database
• Customer Database
• Credit Process Management
• Supply Chain

(Financial Disputes / Front Office/Order processing)

• Coordinate/monitor with contractor in charge of SPS contract renewal chasing.
• Negotiation and communication with Business Partners.
• Testing of new tools developed to improve the operations – raising IT tickets in case of detected bugs, and ensure follow up.
• Establish quotes for non-standard offers

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Position Title: Soft Skills Associate
Number of Openings: 10+ positions
Location: Ebene Cyber City, Mauritius
Working Hours: CET (candidates would need to work in shifts)
Experience: 1 – 3  Years

Roles and Responsibilities:

• The Role of an associate is to monitor transactions and record the observations on a transaction monitoring form, to provide feedback on an employee’s performance, and coach the respective employee on the opportunities recorded in the transaction monitoring form.
• This is done to empower the employees with relevant skill sets to offer a good service/experience to the end users.
• The following are the responsibilities of an associate.

1. Transaction Monitoring
2. Coaching session – Engineers
3. Sending weekly reports
4. Internal Calibration
5. Client Calibration
6. Group Coaching Session
7. New Hire Coaching
8. Monthly Program Meeting
9. Releasing CSAT Gap Analysis Report
10. Extended Language Coaching
11. Sending call availability report

Required Skills:

• Graduation in any respect
• Excellent Communication Skills in French (Written & Verbal)
• Strong knowledge of customer care processes and techniques
• Call quality/ transactional monitoring experience
• Experience in Coaching/Training Delivery
• Should be open to work in any shift.
• Enjoy challenging and diverse work assignments in a fast-paced environment.
• Proficiency in identifying and correcting errors with coaching/training/learning modules
• Good telephone/Email etiquette knowledge
• Active listening
• Organizational Skills

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Job title: Customer Support Executive

Work Location: Ebene, Mauritius

Experience: Minimum 6 Months

Education Qualification: Min School Certificate

No of openings: 10

Roles and Responsibilities:

• As part of our team, you will provide a premium telephone and email service to our customers: private customers, professionals and various partners
• You will identify the needs and priorities of customers, in order to offer an adapted solution to their expectations
• You will make quotes, manage negotiations until the reservation is validated and additional products are sold
• You will guide the customer throughout the booking process until the vehicle is picked up: modifications, cancellations.
• You will guide the customer throughout the rental period: various information, questions about the vehicle, extension, change of return location.
• You are available for the customer after the drop off of the car to answer questions and deal with any disappointments

Required Skills & Desired Skills:

• Prior experience in customer relations 
• Prior commercial training or initial experience in the field of sales or services (tourism, hotels, travel agencies)
• Is tenacious and persuasive, with a strong results orientation
• Excellent oral and written communication skills in French and English
• Good telephone skills and service orientation
• Demonstrates commitment and perseverance
• Dynamic, rigorous and has a great capacity to adapt
• Willing to work weekends and shifts

Position Title: Customer Service Representative 1-3 Years’ Experience (French)
Number of Openings: 20+ positions
Location: Ebene Cyber City, Mauritius
Working Hours: CET (candidates would need to work in shifts)
Experience: 1-3 years of demonstrated customer service-oriented experience

Roles and Responsibilities:

• Providing support for Business Clients via phone, email, chat.
• Clarifying case properly in order to dispatch it to the appropriate group.
• Understanding customer concerns and addressing them effectively.
• Processing the request and providing a solution to the client if necessary (e.g. password reset, license generation, access issues)
• Ensuring customer satisfaction for services rendered.

Required Skills:

• 1-3 years of demonstrated customer service-oriented experience
• Good communication skills in French
• Good level of English.
• Strong Customer service focus.
• Excellent communication skills.
• Passion for learning new concepts, technologies, and processes.

Apply here