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.
- 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