Job Description

IntroductionA leading telecommunications company is looking for a GSOC (Global Service Operation Centre) Client Service Delivery Agent who will be responsible for coordinating International Customer inquiries by phone or email and addressing these Customer complaints. This individual needs to possess strong communication skills, empathy, problem solving abilities and have the capacity to adapt to diverse situations while maintaining professionalism and patience. This is an office-based position, and the individual will be working shifts.Duties & Responsibilities

• Collaborate with different stakeholders (Customers, Vendors, Employees) to ensure that customer needs are fulfilled effectively.
• Coordinate and follow up with all stakeholders to ensure resolutions within a set timeframe.
• Monitor and manage the GSOC service delivery processes and workflows, working with the GSOC Client Service Delivery Supervisor.
• Act as the primary point of contact for service delivery issues and escalations.
• Ensure compliance with service level agreement (SLAs) and key performance indicators.
• Conduct regular reviews and reports on the performance of stakeholders.
• Communicating clearly with the stakeholders on email and on the phone.
• Facilitate effective communication and collaboration between stakeholders.
• Writing weekly reports to be submitted weekly to the GSOC Service Delivery Supervisor.

Desired Experience & QualificationExperience

• Proven experience as a Client Service Delivery Agent, with 2 years of administration experience (preferably in the ICT Sector)
• Proven experience dealing with Corporate Customers in a similar role
• Ability to handle complex customer issues.

Languages

• Fluent and proficient in English
• French and / or Portuguese will be advantageous, but not necessary

Qualifications

• Bachelorxe2x80x99s degree in related fields (Business Administration) will be advantageous

Package & RemunerationMarket relatedInterested?

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