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Joboffer number #632652

Global Customer Care Specialist

CV Market´s client
Tallinn, Harjumaa
Job ad expired!

Job Description

* Communication with customers orally (phone) and in writing (e-mail)
* Handle client complaints, coordinate internal parties to provide remedy actions
* Incident Management – Register and follow up customer service incidents in corporate ticketing system
* Monitor fault tickets and ensure fault escalation is in place
* Monitor Service Level Agreement (SLA) and ensure that commitments made are effectively communicated and carried out by operational / functional parties
* Be Involved in formulating and managing service quality and recovery plans
* Improve fault resolution time and overall customer experience
* Maintain communication with customers, suppliers and other departments or functions in regards to network troubleshooting or planned work execution in accordance to agreed SLA's
* Support and help in preparation of the materials for customer review meeting
* Perform regular service review to minimize repeated or chronic incidents


Requirements

* Bachelor in any area related to IT or Telecom
* Minimum 3 years' experience in a customer support role or service management
* Fluent in English, good in Estonian and Russian
* Knowledge and understanding of the products and services of data networking and telecommunications
* Understanding and practical experience of network technologies (e.g. TCP/IP, MPLS, Ethernet, Switches, IP Router)
* Excellent communication, presentation and negotiation skills, problem solving skills
* Flexible working hours 24/7 (incl. nightshifts)


Company offers

* Challenging work with an excellent team of telecom specialists in a multinational organization
* Development possibilities
* Good salary, bonuses and company benefits
* Social and team building events


Tööpakkumise number
#632652

Location:
Tallinn, Harjumaa
Job type:
full-time
Additional info:
employee (shift work)
Expiration date:
21 January 2020
Published:
23 December 2019

CV Market´s client

CITIC Telecom CPC Estonia is part of CITIC Telecom International CPC, a leading Global Local ICT solutions partner with worldwide footprint and local presence. We serve customers from all over the globe by addressing their specific business requirements with our tailored connectivity, cloud computing, hosting and security solutions.
Whether you are a Western company looking to expand into APAC or an Asian company targeting new European markets, CITIC Telecom CPC can help you accelerate digital transformation and expansion by leveraging our global reach, local support and smart solutions.
Your business will be supported by a certified network professionals and security experts, as well as world class infrastructure and extensive coverage, including 140+ network PoPs; 18+ cloud operation centers and 30+ Cloud Data Center across 130 countries.

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