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Arkadin – an NTT Communications company

60326 Frankfurt am Main

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Informationstechnologie (IT)

Arkadin – an NTT Communications company

Company Description

Part of NTT Group, Arkadin is one of the largest and fastest growing Cloud Communication service providers in the world, and offers a complete range of integrated audio, web and video conferencing and Unified Communications solutions. The Online Service Line is a new focus in Arkadin’s organization to maintain & develop our market share into the small revenue segment. The Online Service Line is going to be an autonomous business managing end-to-end customer lifecycle by offering simple, self-service, automated and best value for money solutions to our clients.

Job Description

Working within the General Helpdesk team, you will be responsible for providing live assistance for all customers across the Arkadin EMEA client base. You will be responsible for ensuring that all internal and external Service Level Agreements are met at all times and that the standard of service provided to our clients is of the highest quality.
This will include providing prompt assistance on audio and web conferences, answering incoming calls and chats to the Customer Care department and replying in a timely manner to customer emails. You will provide basic troubleshooting to clients for any service complaints, and be responsible for ensuring that your tickets are managed according to SLA’s via the CRM toll.
Key Results
‐ Answer to clients incoming general requests (via call, email or WebChat) in respect of SLA‐ Perform outbound contacts (callback or mail notification) depending on the processed needs‐ Achieve and maintain up to date internal certification level to ensure appropriate support ‐ Contribute to high level of customer satisfaction in Arkadin CSAT surveys‐ Ensure clear communications to clients as and when required.
Key Tasks
‐ To provide support and management to all Service requests, assisting customers who are having issues with their audio call or webconf‐ To process incoming queries and incident’s to the Customer Service helpline or customer service inbox.‐ To effectively respond to all requests for information, including providing access lists and copies of account information, processing recording and transcription requests, and providing advice on products and services.‐ To perform standard Changes/MAC (Move, Add, Cease) according to predefined process upon clients request or to alternatively redirect to the appropriate team‐ To provide knowledgeable product support on all Arkadin Services to clients‐ To book and co-ordinate pre-booked dial out’s – including legal dial out’s.‐ To conduct regular and thorough ‘bridge sweeps’‐ To assist the Events and other Operations teams according to the needs of the business.

Qualifications

Skills/Requirements
‐ Possess and use a confident, clear professional telephone manner at all times.‐ To have very strong communication skills, especially in spoken and written designated Languages German native level plus Danish/Dutch/French ‐ English language skills (written and verbal) is a must‐ Computer literacy. This must include MS Word, Excel, Outlook, Internet Explorer and PowerPoint.‐ Knowledge of Arkadin’s product portfolio (internal + partners) is desirable but not essential. ‐ Highly organized, with strong self-motivation and administrative skills.‐ The ability to effectively manage their time and prioritize their workload at all times.‐ Previous business-to-business customer service experience‐ Demonstrate a positive attitude to self-development by embracing new pro

 

2017-10-10T00:00:00+00:00