Customer Support Specialist
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This role is ideal for individuals who are passionate about delivering exceptional customer experiences and possess strong technical skills.
Key Responsibilities:
• Assist first line contact centers and coaches with technical queries to improve customer service.
• Analyze, resolve, dispatch, and follow up on trouble tickets and emails in collaboration with internal and external teams.
• Identify incidents related to transversal products, services, applications, and prepaid billing that may impact customers, and apply appropriate priority and notification processes.
• Inform customers about the status of their problems according to their segmentation (internal and external customers).
• Collect relevant information to prepare efficient communication towards customers, management, dealers, partners, and operational teams.
• Translate technical information into customer language.
• Support the launch of new products and services by conducting friendly user tests and thinking proactively about required support.
You Have:
• 1-2 years' experience in a customer services environment.
• Knowledge of contact center activities.
• A strong interest in new technologies (Telco products, services, technical matters, GSM, data & Internet) and fast learning are assets.
• Strong listening and communication skills.
You Are:
• In mindset and sometimes also in working hours you show a flexible attitude, because you will enter the 'standby' regime. You will also work once in a while on Saturday or Sunday.
• You show your engagement by being an Orange Ambassador.
• You communicate fluently in Dutch, French and English.
• "Problem solving" and "Persuasiveness" are your daily motto