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Job title: Customer Support Representative
Work Location: Chennai
Experience: 0-10 years
Qualification: Any graduate/Non-graduate with experience

Roles and Responsibilities:

• Handle Level 1 support (Calls, Emails & Chat) from International customers which includes Technical Support, Customer Support and Product Queries.
• Technical Support includes queries related to consumer products and resolving the issues related to these devices.
• Customer Support includes queries related to warranty and RMA Status.
• These voice calls should be handled with a service level of above 80% and 100% for email cases respectively as defined in the Standard Operating Procedure.
• Any call or email that requires next level attention or assistance should be escalated appropriately to the SME via CRM.
• Excellent Verbal & Written Communication skills
• Flexible to work in Night shifts.

Required Skills:

• Basics on Windows OS (internet/ BSOD/peripherals setup/practicality on system drivers/ understanding of 3rd party application issues/common errors)
• Added advantage if familiar with Mac, Linux and Virtualization concept (VMware/virtual box)
• Logical thinking, problem-solving skills; Practical approach on troubleshooting and understanding a reported issue.

Key Competencies:

• Strength in communication, teamwork, processes and customer orientated

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Position Title: Senior Director/ Director Finance

Location: Taguig City, Philippines

Experience: 8-10 years of financial work experience in Philippines

Summary:

Philippines Finance manager will be playing a key role in the Leadership team while leading Philippines Finance function. This role will provide financial and operational leadership, working closely with the business leaders across the country, focusing on strategic growth of Movate’s business in Philippines. This includes driving commercial growth, operating performance as well as key initiatives while ensuring tight controls on accounting & compliance. This role reports to the Controller.

Roles and Responsibilities:

• Partner with the Philippines Leadership Team and CFO to execute on the business strategy, focusing on commercial finance & cost management.
• Liaise as required with the customers and channel partners on operational maters
• Lead commercial intensity and instill “daily” rigor (eg Orders and sales pacing) by providing management with timely, complete and accurate financial information for business decision-making process.
• Proactively identify process improvements and engage stakeholders to develop actions to reduce business costs, improve profitability and liquidity
• Work closely with local statutory authorities to ensure 100% compliance
• Lead Philippines finance function by providing mentoring and coaching to the team; provide oversight to Controllership, Tax, as well as Shared Services to enable smooth closing process. Support internal and external financial audits as required.

Required Qualifications:

• CPA or any equivalent degree in Finance, or Business Administration and minimum of 8-10 years of financial work experience in Philippines
• Experience working in global business environment with sound understanding of global process and transactional flows
• Experience leading in a matrixed environment, leading team members balancing execution through others with inclusiveness, leveraging expertise, clear thinking, imagination, and external focus.
• Lean mindset, seeking to improve, automate and digitize
• Demonstrated experience and understanding of Accounting Principles and Controllership.

Desired Characteristics

• Strong analytical skills: able to clearly link financial results to operational performance drivers, generate alternatives and drive positive change
• Clear thinking/problem solving successfully led cross-functional projects/process improvement within operations/finance function involving process improvement; able to quickly grasp new ideas

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Position Title: Inside Sales – Team Lead

Location: Taguig City, Philippines

Experience: 7 – 10 years

Job Description:

• Key task will be to focus on managing end to end Inside Sales/Lead Gen operations
• The Specialists will be mapped to a specific GEO / Vertical of Movate and will focus on selling / setting meetings for the Sales persons with influencer / decision maker of the Potential Prospect (Client)
• The Inside Sales Specialist role is a Customer-facing role (C-level, Directors, and VPs) over phone and other channels.
• The Inside Sales specialist should have experience of selling services and solutions in any market.
• The Inside Sales specialists should be aware of IT/BPO technologies and the typical contact center challenges that CXO’s have to deal with.
• The Inside Sales specialist is expected to articulate Movate’s Services/Solutions, messaging and positioning to the target customers and help sales in winning new business and achieve personal KRA’s set.

Primary Job Functions:

• Research and develop database of qualified prospects aligned to organization’s strategy and launch personalized outreaches to engage with them
• Prospect, develop, up-sell, cross-sell and generate new business opportunities for Movate in the assigned accounts / territory.
• Maintain a consistent and accurate sales lead pipeline.
• Work as the overlay techno-commercial expert
• Nurture a potential prospect over a period of time and build credibility for them to accept a meeting with sales.
• Ability to use CRM to manage opportunities and leads.

Desired Skills & Experience:

• SELF-STARTER, HUNTING skills are a MUST
• 7 – 10 years of experience of BPO Inside sales in any market or Customer Service in Global environment
• Good written and oral communication skills.
• Passionate about generating demand and building relationships with prospects
• Active in social networking, especially LinkedIn
• Good in Team Handling

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Job title: Technical Support Agent
Work Location: Hybrid – UltraPark I, La Aurora, Heredia.
Experience: Customer Service experience.
Education Qualification: High School Diploma. Technical knowledge.

Roles and Responsibilities:

• Identify Customer issues
• Provide solutions by the proper troubleshooting steps.
• Provide courteous and professional customer service.
• Diagnosing and solving hardware and software faults.
• Provide timely and accurate information to the customer and place summary of conversation into system

Required Skills & Desired Skills

• Proficiency English Level >B2+
• Three to six months of relevant experience is preferred.
• Ability to multi-task and use information provided by customers to tailor responses and actions to meet specific needs.
• Basic computer navigation skills and PC Knowledge.
• Demonstrate strong probing and problem-solving skills.
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues.
• Ability to provide step-by-step technical help, both written and verbal.
• Previous experience in tech support.

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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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