Service Delivery Support

What do you need to succeed in this opportunity

Required education

• vysokoškolské I. stupňa
• vysokoškolské II. stupňa

Jazykové znalosti

• Anglický jazyk - Stredne pokročilý (B2)

What will you do

At this role You will handle front-end communications with dealers and customers (internal and external), addressing services-related requests and managing service escalations for IDG business units. The target is to ensure excellent service standards and maintain high customer satisfaction for Service Delivery in France. You will report to our Senior Service Delivery Manager.

What You will do:

• Support local Service Delivery Manager and Service Delivery Leader in ensuring service KPIs are on target. Uses available interactive tools to identify and assess customers' needs to achieve satisfaction.
• Handle internal & external customer escalations via phone, email, mail or social media. Advises on services conditions, identifies complaint root cause, and follows-up claims upon their resolution.
• Ability to work as a team player, ensuring good communication across multiple teams within the organization
• Build sustainable relationships of trust within internal & external stakeholders
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Compile reports on overall customer satisfaction

Position requirements:

• 1 year’s relevant working experience, proven customer support experience, customer oriented
• Analytical: provides accurate, valid and complete information by using the right methods/tools
• Track record of overachieving quantifiable KPIs
• Strong communication skills (phone, mail, meetings), active listening to adapt to different situations, excellent presentation skills PPT, excel
• Familiar with CRM systems and practices
• Ability to multi task, prioritize & manage time effectively to meet deliverable’s deadlines using multiple tools (phone, email, instant messaging, meeting).
• Bachelor’s degree required
• Fluency in written & oral French and English

What we offer

• Healthcare and well-being
• Development
• Work - life balance
• Bonus system
• Community life (CSR)