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Technical Remote Specialist I - DEME

ATH Reference:

N/A

Country:

Belgium

Job Area:

Antwerp

Closure Date:

18 January 2019

Date Posted:

19 November 2018

Hiring Manager:

Kristof Abs

Description:

***** Please be aware this role may close prior to end date *****

 

(TS) Technical Remote Specialist I - DEME

 

We are looking for a Technical Remote Specialist I for customer based Service Desk

  • Location: DEME Zwijndrecht
  • Languages: Dutch, English
  • Work schedule: 8:15-12:15 – 13:00-17:00 -> 8h/day -> 40h/week

 

RESPONSIBILITIES

Job specific

          Be ready and available at the beginning of shift to handle client requests.

          Answer all incoming telephone/mail/web requests striving to meet client specific service levels.

          Manage headsets and phone sets according to guidelines.

          Work effectively with all tools at his/her disposal to assist clients.

          Communicate concerns with Team Leader - Desk Manager.

          Attend team meetings.

          Complete special assignments and special responsibilities when assigned.

          It's the agent's to make sure no calls are left in the queue at the end of his shift (only applicable on closing time of the customer).

          Shifts starting from 06:00hrs to 14:00hrs

          In case any absences should occur in the early shift agent's team or in other teams, a dummy should be logged on with the extension of the supported clients of the agents that are absent according to the schedule on Witness.

          Be aware of the existence and the contents of the emergency procedure.

PROCESSES AND PROCEDURES

          Dispatch requests to appropriate second level according to procedures.

          Follow case ownership guidelines to ensure resolution of clients' requests if applicable.

          Know and use knowledgebase on a day-to-day basis.

          Adhere to all established call handling policies and procedures, including documentation of proper call detail into the logging tool and using professional telephone techniques.

          Know and use Sharepoint to assure quality

          Co-operate in process improvement: input to Team Leader - Desk Manager.

SLA, SQA, REPORTS

Document all requests into the logging tool.

          Be acquainted with client service levels.

WORKFORCE MANAGEMENT

          Adhere to schedule:

·         timely arrival at work

·         be on "available" when shift starts

·         timely submission of holiday requests

·         schedule awareness including training schedule

          Adopt absence notifications according to guidelines.

TRAINING

          Attend training with positive and inquisitive attitude.

          Evaluate and give feedback on ongoing training.

          Inquisitively take part in self-assessments.

          Evaluate new hire training and report new hire training needs to Team Leader - Desk manager

 

 


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