SELLBYTEL | Webhelp Group SELLBYTEL is now part of Webhelp!

We are excited about our new partnership with Webhelp - and the highest standard of customer experience we will continuously provide.
Find out more here and stay tuned for changes and updates during this exciting time of transition.
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Integrated in the helpdesk team you should be a dynamic and motivated self-starter with strong technical and teamwork skills and high level of client orientation

French Helpdesk Advisor with English (m/f)0918m

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Accountabilities (include % of time)

Incident Management - 90%
  • Take incoming customer calls (via telephone, email, voicemail, pager, or other automated alerts)
  • Log call details onto call management systems and provide response and resolution within SLA
  • Maintain technical knowledge and expertise associated with applications specific to individual customers
  • Progress / close service calls to a satisfactory conclusion on call management system
  • Liaise with Mentor on specific open calls ensuring no call is left unattended beyond SLA
  • Proactively update customers with call status and resolution progress
  • Monitor / progress all open calls in queue
  • Escalate potential service issues initially with Mentor
  • Ensure contractual SLA is maintained
  • Provide cover for other First Line Agents in their absence, either within the same team or across teams
  • Liaise with Supervisors/ Mentors on specific projects where requested.
  • To understand and comply with administrative duties including holiday,sickness and overtime forms in a timely and accurate manner
  • To attend regular Team Meetings
  • To work on additional tasks required by Supervisor or Mentor connected to keeping up Helpdesk performance, quality and customer satisfaction

Knowledge Management - 5%
  • Share knowledge with colleagues through direct communication with mentor for updating knowledge sharing tools.
  • Proactively research problems and solutions and share this information through same time

Training and development - 5%
  • Support less experienced colleagues on the helpdesk through joint working, monitoring, direct feedback and knowledge sharing

We offer
  • Full-time (39 hours/week) and Indefinido contract
  • Schedule: Monday to Friday, from 08:30 to 17:30
  • Internal Development Program
  • Opportunity to join an international team

Requirements
  • French with fluent English
  • Fluent French desirable
  • Working knowledge of IT Platform, equipment, and applications Windows/MS Office/ internet configuration
  • Good disposition to work in a customer service environment
  • Customer care skills - ability to listen to and understand the customers' needs
  • Ability to take ownership of, and progress calls to resolution, within technical requirement for the role or, to escalate call/ email to resolution
  • IT basic skills
  • Consumer service experience
  • General understandings of service call/cases management system
  • Experience in customer service environment
  • Helpdesk experience

  • The recruitment processes and people involved in them (both recruiters and Project Managers) will not discriminate any candidacy because of age, disability, ethnic, marital status, gender, nationality, ideology, politic, race, religion and sexual orientation
 

 

 

SELLBYTEL Group S.A.
Avda. Diagonal 197
08018 Barcelona
Phone +34 93 4005 000
E-mail se.letyblles@snop.trebla

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