Customer Support Representative & Service contract team

Job Category :

Posted 4 months ago

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.

Required skills:

  • 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

Apply here

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