Colt Technology Services

About Colt Technology Services

Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure. Are you an enthusiastic communicator based in the Lisbon area who is looking for an opportunity to utilise your fluent French language skills? We have an exciting opportunity available in our international offices. Ideally you will have already gained some experience in customer support over the phone and email. Your key prirotiy should be providing our B2B customers with the best possible service, ensuring they are confident in their choice to use our solutions. We provide extensive training to ensure you are brought up to speed on the technologies and solutions we offer to our customers. Don't be afraid of understanding the complex technologies - your task isn't to solve the issues, but to raise tickets and pass them on to our internal resolution teams. Key Accountabilities All activities involve written translation (to/from English to/from French) and verbal live translation (telephone calls and conference calls); All internal communications in English only; Operational interfaces include Customers, Suppliers and internal Colt teams; Extended working hours in rotating eight hour shifts in the hours of 6 am to 9 pm. First point of contact for inbound customer faults (Incidents) or queries (Service Request) via all available channels including (but not limited to) Phone, Emails, Web, Chat and Social Media, in one or more of the applicable languages, according to the individual’s language capability. Creation of customer tickets in Colt CRM Siebel with all customer inputs captured in local language (French) and systematically translated in English before the ticket is assigned to Colt internal Resolution teams (Catch & Dispatch) Real-time monitoring of all available channels for subsequent inbound communications from customer/suppliers related to existing tickets ensuring that all customer/supplier inputs are captured in local language (French, German, Spanish or Italian) and systematically translated in English before deciding on “next best action” in liaison with Colt internal Resolution teams, create and follow-up on communication plans agreed with customers/suppliers. Real-time monitoring of inputs received (in English) from Colt internal Resolution teams and translation into French For service catalogue in-scope (typically simple technical request or various admin queries), provide first contact/touch resolution and complete ownership to conclusion of the service request/query. Build and manage customer relationships with customers, suppliers and internal Colt teams. Ensure systematic and high quality documentation in Colt CRM systems of all interactions with customers/suppliers. Use available Colt systems/tools to perform basic technical checks and confirm basic service status (such as configuration state, presentation type, etc…) Participate, when requested, in Continual Service Improvement initiatives representing the functional area of expertise. Provide training and coaching to new starters and less experienced team members and/or peers, to assist with the on-going development of the team. Experience / Qualifications Previous experience within a customer facing call centre Helpdesk environment, ideally in the Telecoms sector or IT. Prior experience of working within a team environment, with full responsibility for multi-channel handling. To include taking ownership of inbound/outbound communications, coordinating with internal teams and external suppliers and managing through to a satisfactory conclusion. Able to demonstrate a high level of capability in terms of customer handling, show empathy and maintain a friendly, calm and professional attitude in conflictive situations. Genuine ability to work under pressure, maintain high standard of ethics and quality at all times Able to drive suppliers to high standards and manage them to SLA. Natural communicator, able to interpret, present and translate technical/complex information in an easy to understand format; excellent written and verbal skills. Demonstrate a flexible approach, and an ability to operate effectively when faced with uncertainty and change; be able to function effectively in a highly complex matrix organisation. Good knowledge of how to handle Internet based applications and Microsoft Office products (Excel, Word, Outlook). Knowledge of Siebel would be an advantage. Fluent English and fluency in French What we offer: Colt is a growing business that is investing in its people. We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location. In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt recognises the importance of a work life balance. Some benefit examples are: Flexible working and relaxed dress code Two days annually to spend on volunteering opportunities Access to a virtual business school for on-going learning Business mentoring

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Company Info

Legal Form: AG

Company Type: Private

Company Size: 1001 - 5000

Revenue: 0.5 - 1 million (USD)

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Job Ads per Month: 62.8

Hiring Locations: 71

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