Service Desk

Job Description

We have an exciting new project in the Shared Service Centre in Dublin and we are looking for Nordic Language speakers to join our friendly Service Desk team as soon as possible. As an Account Support Associate, you will be the first point of contact for customers and will provide the best and most cost effective solution to the end customer.

The roles will suit enthusiastic candidates with customer service experience and a willingness to learn and develop. We will consider candidates who are already based in Dublin or willing to relocate.

Main Responsibilities:

Act as the primary country contact for customers on all escalations

Handle phone calls/emails and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customers

Invite customers to participate in telephone problem resolution using available tools to diagnose and resolve technical problems

Facilitate or escalate customer issues and complaints, both internally and externally

Co-ordinate all consumable calls in order to enable dispatch of Client & Multi-vendor consumables to customers

Co-ordinate all Break/Fix calls in order to enable dispatch of Client & Multi-vendor engineers to customers

Liaise with Various Helpdesks, Client and Third Party Service Providers escalating through these avenues to close

Flexibility to take on additional tasks as directed by Team Lead

Validate Customer details and requirements on data entry, categorize and deal with appropriately

Maintain accurate database information

Obtain call closures details on all dispatched calls

Qualifications

• High School Diploma / (GED) / Secondary School GCSE or equivalent Leaving Certificate

• Knowledge of Computers and basic understanding of Networks, with an excellent knowledge of MS Office

• Proven record of delivery of excellent customer service with a minimum 6 months experience in multi-cultural customer service Call Centre environment

• Effective interactive skills and ability to work as part of a team

• Fluency in English and one of the following languages: Dutch, Flemish, Danish, Finnish, Swedish or Norwegian

• Able to control interactions with customers using persuasion and influencing skills

• Aptitude for understanding and solving problems in a methodical and logical manner

• Willing to assume responsibility for customer problems

• Able to maintain and project a helpful and courteous attitude in any circumstances

• Resilient under pressure and adaptable to unseen work demands

• Flexible attitude towards working patterns including early starts, & Bank Holidays

• Job type: Permanent Experience level: 2 Years Division: eTeam Workforce Limited-Ireland Reference: 19-01549