Field Operations administration Senior Analyst - Spanish Speaker
Lisbon, Portugal
há 6 horas

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Job Summary :

Provide administrative support to sales and operations execution; support branches and technical personnel in customer opportunity creation, offer development, planning and billing.

Liaise with other support teams as required to resolve requests / issues in a timely manner. Ensure proper documentation, notification, escalation, tracking and follow up of all open tasks.

Responsibilities :

  • Receives and logs internal and / or external customer problem / request / issue and ensures proper documentation
  • Follows defined procedures to correctly resolve customer request / problem channeled from internal customer (Head Office and Branches).
  • Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution

  • Performs incident notification and escalation to ensure problems / requests / issues are communicated effectively and receive proper management attention
  • Develops and maintains an understanding of customer Service Level Agreements and department's / product's key performance requirements
  • Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-role training and classroom training
  • Shares information required for the team to be successful
  • Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction
  • Develops and maintains knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures
  • Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback
  • May perform follow up on incidents with customer to ensure customer satisfaction
  • May act as the primary knowledge resource for a business / process and use this knowledge to raise process and / or procedure improvement opportunities to supervisor / team lead
  • May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
  • May take accountability for effectively handling senior level escalations or customer complaints received via various sources
  • May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement
  • May complete and resolve non-call customer contact requests received by mail, web or email
  • May complete outbound customer contacts per internal customer request to resolve customer issues or recommend products or services.
  • Provide administrative support
  • Ver mais da descrição

    Qualifications :

  • Desirable 3 years of relevant experience
  • Advanced Spanish
  • Intermediate English
  • Advanced experience in :
  • 1. Cost Accounting

    2. SLA (Service-Level Agreement) Management

  • Intermediate experience in :
  • 1. Critical Thinking

    2. Customer Interaction Handling

    3. Operational Excellence

    4. Problem Solving

    5. Operations Management

    6. Service Quality Management

    Igualdade de oportunidade de emprego

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