Customer Service Representative

Il y a 5 mois


Luxembourg Arhis People Solutions Temps plein

Votre Experience Chez Arhis People Solutions

Pour garantir l'adéquation de votre profil avec nos métiers, nous vous guidons tout au long du processus de recrutement à travers différentes étapes : entretien individuel, assessment center, questionnaire de personnalité et de motivation, coaching (coach certifié parmi notre équipe).

POSTE

Nous recherchons pour un de nos clients, un fournisseur de services de pointe en matière d'intégration, d'identités numériques, d'authentification et de sécurité, un ou une:
Customer Service Representative (M/F)

**Vos missions**:
Assister les clients dans la résolution rapide et efficace de leurs problèmes.

Éviter les appels répétés pour un même problème.
Éviter les transferts d'appels et demander au client de répéter des informations.
Ne pas se limiter à résoudre le problème actuel, anticiper le prochain.
Proposer des améliorations pour la section "Support" du site web.

**Gestion des demandes des clients**:
Demandes de production et de certificats de test.
Demandes de révocation, de suspension et de réactivation pendant les heures de bureau.
Toutes les phases de demande de réédition de clés.
Répondre aux questions des clients (verbales et écrites) de manière opportune et claire.
Guider les clients dans les procédures administratives et techniques.

**Aider le CSD à atteindre ses indicateurs de performance clés**:
Personnel disponible.
Score d'effort client.
Nombre d'appels interrompus.
Temps d'attente.
Efficacité par le réemploi.
Utiliser les retours des clients mécontents ou en difficulté pour améliorer la proposition de valeur de l'entreprise.
Rédiger une documentation technique centrée sur l'utilisateur et des lignes directrices
Faire des suggestions et des commentaires pour améliorer l'offre et la qualité de service
Éviter les "ping-pong" d'appels
Proposer des téléconférences conjointes "Client / CSD / HD" lorsque cela est jugé approprié
Aider à la mise en oeuvre des plans de test d'acceptation pour les services centrés sur l'utilisateur
Remplir un ticket pour chaque appel

S'assurer que l'infrastructure du CSD est opérationnelle en tout temps

Contribuer à bâtir l'image de l'entreprise axée sur "l'Excellence" et la "Facilité de faire des affaires avec":
Utiliser les ressources internes lorsque nécessaire
Escalader si et quand nécessaire

**Autres tâches assignées**:
Gestion du courrier renvoyé
Signalement des incidents de sécurité
Remplacement des appareils défectueux

**Votre profil**:
Etre orienté solutions
Est capable de créer des rapports
Aborde les défis avec une mentalité positive et constructive
Possède de solides compétences en communication verbale et écrite

PROFIL

**Votre profil**:
Etre orienté solutions
Est capable de créer des rapports
Aborde les défis avec une mentalité positive et constructive
Possède de solides compétences en communication verbale et écrite
Connait toutes les procédures administratives et techniques requises
Parle couramment au moins 2 langues (FR-EN) Avantage par la connaissance d'autres langues : LU, DE, NL, PT, IT, etc
Avantage par des connaissances de base en informatique



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