Description
Package Description
* Competitive Salary
* Corporate Benefits Package
* Chance to make a positive difference in a company passionate about diversity and inclusion.
Further information available from the Serco Europe Recruitment Team
We are looking for a call centre operator
* To be a member of a highly motivated team providing detailed information to the population of the European Union. Members of this team must be punctual, autonomous and have a talent for problem solving, providing answers to a multitude of questions around the functionalities of the European Commission and different projects presented to the public by the EC and other agencies. (European Commission, EEAS, Publications Office)
* To handle and redirect all external calls Answer incoming queries and requests by telephone
* Answer incoming queries and requests by e-mail (including fax) on the standard EC Functional Mailbox (FMB)
* Able to manage a range of tasks in a challenging environment
* Adhere to Call Handling procedures agreed with EC
* Adhere to Administrative requirements agreed with EC
* Respect SLA requirements on Call, presence and interaction handling
* Respect Serco and EC code of Conduct, GDPR regulations and EMAS guidelines
Key Responsibilities
* Fluent level of German, French and English and at least one other European language out of the list of four provided (EN / FR / DE / NL) to C1 / C2 level – C2 is the minimum level for understanding
* Punctual and polite and able to handle peaks of stress
* IT literacy; Basic use of MS Windows, Competent use of MS Word & Excel
* Working hours on weekdays are 08:00 till 19:00 · Coverage will be provide by an early and a late shift allocated by the team Supervisor. · There will be one half day shift from 10:00 to 14:15 including a 15 minute break
* The service operates every day of the year except the 8 / 9 official EC closing days which are defined each year by the EC
* Each operator will be responsible for an EC provided Laptop which may only be used for information purposes and which will be connected to the EC via a VPN