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1H2011 - Vertu 1 x Customer Service Executive (French speaking) (CS)-TEC0000001R
Job Services
Primary Location GB-Fleet
Other Locations FR-Paris
Organization Corporate Functions
Schedule Full-time
Job Level Individual Contributor
Education Level Other
Job Type Experienced
Employee Status Regular
Travel No
06 Sep 2011 05:29:00
Contact Name - External Jason Want
Contact Email - External ext-jason.want@nokia.com
Description
General Purpose:
Plans and performs mobile phone technical support activities to independently service the customer, either directly or through a customer interface. Provides a high level luxury Customer Service experience, delivering direct feedback to the business to drive continuous quality improvement.
Main Responsibility Areas:
- Investigating and solving customers' problems, which may be complex or long-standing problems that have been escalated by Customer Service call centre(s).
- Communicating courteously with customers by telephone, email, letter and occasionally face to face.
- Translating service documents and engineering reports for external communication.
- Issuing product replacement or goodwill to customers, using defined policies and procedures.
- Developing customer service procedures, policies and standards.
- Keeping accurate records of discussions or correspondence with customers.
- Meeting with other departments to discuss service feedback and to drive continuous improvement.
- Creating and maintaining Q&A's in knowledge management system.
- Learning about your organisation's products or services and keeping up to date with changes.
- Keeping ahead of technology developments in the mobile phone industry by reading relevant journals, going to meetings and attending courses.
- Other Customer Service related tasks as provided by the Line Manager.
Education and Experience:
- Typically 3-5 years relevant experience, fully competent.
- Previous work in mobile telecoms and/or luxury industry desirable.
Key Competencies:
- As well as fluent English, you should be a native speaker of French, Italian or German.
- Knowledge of mobile phone technologies and services.
- Works proactively without direct supervision.
- Fulfils promises to customers
- Advanced technical problem solving ability
- Able to work under pressure
- Self motivated & target driven
- Strong planning and organising skills
- Cultural awareness
- Excellent verbal and written communication skills
- Experience in effectively dealing with customer enquiries and complaints at all levels
- Co-operative network builder
****
For More Information and apply online visit : Nokia Careers or Nokia.com
*****
1H2011 - Vertu 1 x Customer Service Executive (French speaking) (CS)-TEC0000001R
Job Services
Primary Location GB-Fleet
Other Locations FR-Paris
Organization Corporate Functions
Schedule Full-time
Job Level Individual Contributor
Education Level Other
Job Type Experienced
Employee Status Regular
Travel No
06 Sep 2011 05:29:00
Contact Name - External Jason Want
Contact Email - External ext-jason.want@nokia.com
Description
General Purpose:
Plans and performs mobile phone technical support activities to independently service the customer, either directly or through a customer interface. Provides a high level luxury Customer Service experience, delivering direct feedback to the business to drive continuous quality improvement.
Main Responsibility Areas:
- Investigating and solving customers' problems, which may be complex or long-standing problems that have been escalated by Customer Service call centre(s).
- Communicating courteously with customers by telephone, email, letter and occasionally face to face.
- Translating service documents and engineering reports for external communication.
- Issuing product replacement or goodwill to customers, using defined policies and procedures.
- Developing customer service procedures, policies and standards.
- Keeping accurate records of discussions or correspondence with customers.
- Meeting with other departments to discuss service feedback and to drive continuous improvement.
- Creating and maintaining Q&A's in knowledge management system.
- Learning about your organisation's products or services and keeping up to date with changes.
- Keeping ahead of technology developments in the mobile phone industry by reading relevant journals, going to meetings and attending courses.
- Other Customer Service related tasks as provided by the Line Manager.
Education and Experience:
- Typically 3-5 years relevant experience, fully competent.
- Previous work in mobile telecoms and/or luxury industry desirable.
Key Competencies:
- As well as fluent English, you should be a native speaker of French, Italian or German.
- Knowledge of mobile phone technologies and services.
- Works proactively without direct supervision.
- Fulfils promises to customers
- Advanced technical problem solving ability
- Able to work under pressure
- Self motivated & target driven
- Strong planning and organising skills
- Cultural awareness
- Excellent verbal and written communication skills
- Experience in effectively dealing with customer enquiries and complaints at all levels
- Co-operative network builder
****
For More Information and apply online visit : Nokia Careers or Nokia.com
*****
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