Job details

Customer Care Representative

Responsive Employer
Career level
Entry (0-2 years)
Employment type
Full time
Spoken languages
German - Medium , English - Medium , French - Medium , Spanish - Medium , Polish - Medium
Number of vacancies
3

Summary:

CCR agents receive various technical requests from the customers through different channels (phone, mail or website – eCare and iCare platform). The main process for a CCR implies: creating the problem ticket, dispatching the problem ticket to corresponding engineer (team) based on product line and network element type.

The CCR must also ensure that cases are raised within SLA time, and that entitlement check is performed. In case of emergency cases, he/she will contact TAC/local support engineers and notify them about the incident. The spare parts service is also assured by the CCR who is handling all the European requests. For this, the CCR follows the service process and for emergency cases - traces the logistics status until the service is fulfilled; arranges the domestics and international logistics for the spare parts service in European region.

Responsibilities:

  • Managing and resolving product technical issues;
  • Understanding and providing solutions for customer requirements;
  • Acting as a technical point of contact between the engineering team, customers and partners.

Requirements:

  • Fluency in English;
  • Any of the following languages: Spanish, German, French,  Polish, Italian
  • Customer focused and good communication skills;
  • Availability to work on shifts;
  • Strong and motivated.

Offer:

  • Motivational salary package;
  • Opportunity to get certifications (HCNA, HCNP, HCIE) on Huawei products;
  • Life time learning environment and tools;
  • Great amount of Product Documentation;
  • Access to a unified Knowledge Base where you can find technical cases encountered by all our engineers around the world;
  • Opportunity to contribute to this Knowledge base and be part of a growing Huawei Engineers community;
  • Opportunity to go abroad on business trips to customer site and offer onsite support (after gaining some relevant working experience with Huawei products);
  • Young and motivated team that want to constantly grow.