Swiss French Client Services – Global Telecoms Co

***MUST BE BUSINESS FLUENT IN SWISS FRENCH AND ENGLISH***

A position has become available with a large International Telecommunications Company based in the city.

I am looking for a candidate who speaks fluent business SWISS FRENCH and ENGLISH to be responsible for providing exceptional customer service to internal and external customers at all times through clear communication both written and verbal. To ensure that the brand is fully supported at all times and that all customer queries/issues/complaints are resolved to the satisfaction of all.

The role is TEMP/PERM and is available on the following contracts:

20 hours per week
30 hours per week
40 hours per week

All contracts are to work 5 days of out 7 so you must be flexible.

Responsibilities:

-Liaising with customers, including multi-lingual telephone and written correspondence, handling queries and claims whilst taking responsibility for investigations.
-Using CRM system to resolve Top-up, SMS, Voice, Billing or other faults.
-Investigating international destination faults to ensure quality is always of a high standard.
-Responding to mails sent by customers. Answering calls from customers and resolving their issues.
-Entering data into company systems and spread sheets, and producing statistics and reports as required for internal management information, for financial reporting, and for managers to provide to customers.
-Accurately making and maintaining current and archive records so that management information can be made available on request.
-Using company systems to access weekly customer records, check product and effectiveness details, and access other system information as requested by the Routing team.
-Collating, recording and forwarding to the sales team customer comments on products and services to enable identification of possible service improvements or new products.
-Identifying and communicating opportunities to meet new market needs or enhancements to existing products and services.
-Undertaking quality audits, recording findings, and producing/implementing recommendations as directed by Routing Manager.
-Maintaining, updating and reviewing quality manuals and local operational processes.

Skills Needed:

-Excellent communication skills: both verbal and written
-Fluency in Swiss French and English
-Flexible approach to role and requirements
-Self Motivated and able to prioritize workload
-Ability to meet deadlines
-Able to stay calm under pressure and deal with difficult situations, irate and rude customers using tact and diplomacy
-IT literate: able to use Microsoft Office
-The ability to work as an individual or as part of a team

Company Benefits (Once taken permanent):

Competitive Base Salary (Dependent on Experience)
Discretionary bonus
24 Days Annual Leave rising with length of service
Career Development/Training Opportunities
Life Assurance (4*basic salary)
Pension (Up to 5% Contributory matched by employer)