Offres d'emploi, VIE, stages

Dedicated Multilingual FCR (First Call Resolution) Analyst

Position Title: FCR Dedicated Analyst (Multilingual)
Position Title of Supervisor: FCR Team Leader

Summary of Position:
Provision of first line support and account administration of specific business applications for accelerating global pharmaceutical development.

The FCR Dedicated Analyst will provide multilingual support to users globally, via telephone and email. Fluency in English is essential, both written and verbal.
Working hours will be determined by a shift pattern, which will be based on the following shifts:
European Shift (7:00-16:00 Local time)
US shift (15:00-24:00 Local time)
Night shift (23:00-8:00 Local time)
This includes weekend cover as the shifts are 24*7.

Responsibilities:
1. Provide telephone and email support to users (in their chosen language)
2. Ensure ownership of issues as per the SLA
3. Enter relevant data into the appropriate customer relationship management (CRM) system, and ensure it is kept up-to-date at all times
4. Upload data into CRM system when required
5. Comply with handover and escalation processes
6. Perform account administration activities (e.g. passwords resets)
7. Escalate appropriately to second line engineers and request updates until resolution is provided
8. Comply with quality control program

Education and Experience Required:
Ideally, you will be a graduate with at least one year's experience in a Support/Helpdesk role, preferably in an English speaking environment.

SKILLSET:
Essential
Fluent in written and verbal English
Also fluent in one or more of the following languages:
French
German
Spanish
Italian
Japanese
Mandarin
Strong and confident communicator
Excellent telephone manner
Ability to write clear and concise email responses
Customer focused and excellent customer care skills
Competent user of Microsoft Office applications
Excellent problem solving skills
Good attention to detail
Proactive attitude

Contact:
Judit Kató
Team Leader BPO division - Hungary
Reed Personnel Services
A: Bank Center Budapest, Szabadsag ter 7, 1054 Bp
P: + 36 1 474 8280
F: + 36 1 474 8181
E: judit.kato@reedjobs.com
W: www.reedjobs.com

VIE

ASSISTANT CONTROLEUR DE GESTION IMMOCHAN HONGRIE (HONGRIE pour 12 mois)AUCHANHYPER

ASSISTANT CHEF DE PROJET IMMOCHAN HONGRIE (HONGRIE pour 12 mois)AUCHANHYPER

ASSISTANT COMMERCIAL IMMOCHAN HONGRIE (HONGRIE pour 12 mois)AUCHANHYPER

ASSISTANT EXPLOITATION IMMOCHAN HONGRIE (HONGRIE pour 12 mois)AUCHANHYPER

VIE PREVISIONNISTE HONGRIE (HONGRIE pour 20 mois)LEGRAND FRANCE

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