Our client is a global management consulting and professional services company that provides strategy, consulting, digital, technology and operations services.
Fluent in English (B1-B2)
Fluent in German (B2-C1)
Ensures proper documentation, notification, escalation, tracking and follow-up
Receives and logs internal and / or external customer problem / request / issue and ensures proper documentation
Performs customer request / problem identification and follow defined procedures to resolve correctly and timely; documents troubleshooting efforts and customer information in data capture tool and, when required, transfers call or promptly notify responsible party for further investigations and resolution
Performs incident notification and escalation to ensure problems / requests / issues are communicated effectively and receive proper management attention
Shares information required for the team to be successful and creates knowledge base articles once information is validated with TL and L2 Teams.
Acts as the primary knowledge resource for a product / service and uses this knowledge to raise process and / or procedure improvement opportunities to supervisor / team lead, and promotes client products and services by suggesting additional or alternative products to meet customer’s needs
Contributes and maintains knowledge of customer and customer-specific business environment, customer Service Level Agreements and department’s / product’s key performance requirements
Follows up on incidents to ensure customer satisfaction; completes outbound customer contacts to resolve customer issues or recommends products / services, e.
g., follows up on customer issues; completes and resolves non-call customer contact requests received by email, self-service portal or chat
Assists with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement