Temporary
Job Description
Primary role purpose:
The primary purpose of this role is to support Inmarsat’s retail customers following release 5 of the Billing Transformation Program (BTP).
Key Responsibilities:
Some of areas you will be responsible for are:
- Management of all BTP R5 cases within Microsoft Dynamics.
- Managing assigned cases in line with customer expectations and departmental SLAs and KPIs.
- Checking invoices on behalf of customers and providing updates as required.
- Handling customer complaints in accordance to the GCO complaints procedure.
- Providing call data records for customers.
- Identifying and escalating any urgent issues to management.
- Participating in any hyper care team meetings to discuss progress or issues.
- Staying current with system and product information, changes and updates
- Other duties as required by the line manager.
Qualifications
Additional Information
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Essential Knowledge and Skills:
- Professional telephone manner;
- Billing or IT background;
- To be able to communicate effectively at all levels with a good grasp of the English written language;
- To be able to conduct initial troubleshooting and diagnostics on all enquiries.
- Able to operate within a multilingual customer base;
- Ability to assimilate information and respond accordingly;
- PC literate.
- Able to do shift work (7 am to 4 pm / 8 am to 5 pm). Required to work on weekend / public holidays. The shift are on rotational basis.
Desirable Knowledge and Skills:
- Have a working technical knowledge of:
- Call data record types
- Different types of computer based applications and the data they generate.
- Awareness of the various Inmarsat services and products
Additional Information
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- Apply On Company Site /
- https://jobs.smartrecruiters.com/Inmarsat/743999684053479-global-customer-support-consultant-6-months-contract-?idpartenaire=20222
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