Incident Management Professional with French – (105576)

  • Managing customer and internal engineer escalations while working closely with the Service Delivery Manager.
  • Overseeing the reactive landscape end to end and managing any support bottlenecks to ensure smooth progression and inform key stakeholders as required.
  •  Creating and reviewing Incident Management reports in order to deliver business insights through incident categorization and trend analysis.
  • Identifying opportunities for proactive services in order to reduce the frequency and duration of incidents.
  • Collaborating with the Critical Escalation Team on any escalations related to customer critical incidents.
  •  Sending monthly and weekly summary reports of Customer Support usage directly to customers, including details of current status.
  • Providing weekly reports of sensitive cases and escalation activities, carried out for review with the Service Delivery Manager.
  • Advocating and being customer-centric when engaging internally and externally to drive progression of incidents.
  • Using the appropriate escalation routes and tools to ensure the service is delivered in a timely way and at a relevant and accurate standard.
  • Participating in team meetings, discussions and other activities in order to share information and support the EMEA Services Team by promoting teamwork and collaboration through a positive attitude.
  • Fluency in French and English, both written & spoken;
  • Proficient in relevant computer applications (internet Explorer, Outlook usage, Microsoft Office);
  • Verbal and written communication skills;
  • Active listening skills;
  • Detail-oriented and analytical;
  • Positive ‘can-do’ approach;
  • Problem solving and analysis;
  • Customer service orientation.
  • Competitive salary and performance bonuses
  • Attractive benefits package including: coverage of public transportation, private medical services, private pension account, life insurance, gym subscription, meal vouchers, online interactive library subscription
  • Extensive training through a variety of methods – online, classroom, etc.
  • Opportunities to develop your skills and gain valuable practical experience in your field of expertise
  • An experienced Career Counselor to guide you and check on your progress
  • Interesting and challenging work for the world’s leading companies – our clients
  • Professional growth opportunities that recognize individual contributions and performance
  • A flexible approach that allows an appropriate work/life balance, where fun outings, sports activities and volunteering initiatives are part of our regular day-to-day life.

Fri, 22 Feb 2019 10:40:56 +0100

Romania Bucharest


Shared services and Finance
Language/ English, French

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