At Nokia, we create technology that helps the world act together.
As a trusted partner for critical networks, we are committed to innovation and technology leadership across mobile, fixed, and cloud networks.
We create value with intellectual property and long-term research, led by the award-winning Nokia Bell Labs.
Adhering to the highest standards of integrity and security, we help build the capabilities needed for a more productive, sustainable, and inclusive world.
Watch to discover how we create meaningful interactions to drive human progress.
About Customer Experience
The Customer Experience (CX) organization will provide a common interface to customers including account and relationship management, acting as the voice of the customer internally and creating demand across our business groups.
The CX organization structure ensures that our customers benefit from dedicated management attention and from our teams’ deep understanding of local markets.
CX is also responsible for ensuring strong alignment between our customer-facing sales and delivery teams in each account
Providing first level contact and convey resolutions to partner’s queries
Managing emails, inbound and outbound calls in a timely manner
Following helpdesk scripts and processes when handling different topics
Identifying partners’ needs, clarify information, research every issue and providing solutions
Properly escalating unresolved queries to the next level of support
Tracking, routing and redirecting problems to correct resources
Update partner data and produce activity reports
Utilize excellent partner service skills and exceed partners’ expectations; Walking an extra mile to support the partner needs
Walk partners through problem solving process; Follow up with partners, provide feedback and see problems through to resolution
Ensure proper recording, documentation and closure
Ensuring timely resolution and log maintenance
Recommended procedure modifications or improvements
Preserve and grow knowledge of help desk procedures, products and services
Job Responsibilities & Competencies
Readiness to work in 24*7 global environment
Self-motivated to take accountability of defined tasks & deliverables
Strong phone and verbal communication skills along with active listening
Proficiency in English though knowing other languages (like German, French )will be an advantage
Proficiency in MS Excel with acumen of Analytics & reporting tools and software’s
Familiarity with CRM systems (e.g Salesforce) and practices
Former experience in tools & automation development will be added advantage
Partner service orientation; Partner focus and adaptability to different personality types
Advanced troubleshooting and Ability to multitask, set priorities and manage time effectively
Fast learner, Track record of overachieving quota
Driving team members for excellence
Bachelor’s degree in Information Technology / Computer Science / Electronics and Telecommunications / Customer Management or equivalent
What does Nokia offer you?
Competitive salary based on your experience
Performance, Christmas and Easter bonuses
E-learning platforms such as NokiaEDU, Harvard ManageMentor, LinkedIn Learning etc. at your disposal for technical training and personal development
Events and conferences on technical matters but also on well-being at work and other general-purpose subjects
Flexible time and teleworking
24+ paid days-off
Sports, Wellness and Culture reimbursement
Public Transport / Private Parking allowance or bike / electrical scooter reimbursement
Meal tickets + extra food allowance
Private health and life insurance
Kindergarden / after-school reimbursement
One of the highest employee referral bonuses on the market so you can bring your friends too
Imagine creating technology that has the potential to change the world. Working with us, you will have a positive impact on people’s lives and help to overcome some of the world’s most pressing challenges.
We act inclusively and respect the uniqueness of people. At Nokia, employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law.
Nokia culture welcomes people as their true selves. Come create technology that helps the world act together.