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Level 1 Technical Support with French (minimum B2)

Nivelul carierei
Entry (0-2 ani), Middle (2-5 ani)
Tip job
Full time
Limbi vorbite
Engleză - Mediu , Franceză - Avansat
* toate limbile sunt obligatorii
Adresa
Posturi disponibile
1

Job Summary:

According to his/her mission, the associate has to manage all the required operational activities related to the technical support of the customers’ payroll regulations.

Responsibilities:

Provide functional expertise to clients using the available solutions in accordance with the terms of the assistance agreement.

In this respect, he/she must carry out the following actions:

Legal and technical monitoring:

  • Keep continuous update of the legal and technical evolution related to his/ her field of activity
  • Analyse the request using the steps Assist -Advise – Solve: analyse the request (payroll system/ set up), the priority (critical/ non-critical) for the customer’s pay slips production
  • Provide assistance of the different offers and their evolution as an expert user
  • Possess the general French payroll knowledge in order to assist the customers during the payroll production
  • Solve customers’ queries by providing the appropriate solution (sent via payroll system/ e-Service tool)
  • Anticipate the possible issues the customers may encounter while implementing the proposed solution

Coordinate, plan and follow up:

  • Keep responsibility for the payroll system good functioning by managing the internal coordination between the services for Social Monitoring, Technical Support, Sales, R&D and Training
  • Plan his/ her activity according to the calls indicators
  • Ensure the calls monitoring by filling the customer’s contact details, the issue’s description, the solution proposed via the Customer Service tool
  • Share the solved cases with the team and escalate to his/ her manager the difficulties in order to anticipate the training needs or require the Technical support assistance
  • Participate to the internal training materials preparation
  • Validate the tickets and the tests on different modules
  • Share knowledge within the team and actively participate to the process improvement
  • Cultivate the service excellence for customers’ satisfaction.

Reports & Performance Metrics:

  • NPS
  • Outcome from internal and external audits.
  • Continuous improvement with proved efficiency results, based on feedback received from stake holders and TLs/GLs.
  • On time delivery

 

Knowledge and Skill Requirements:

  • An understanding of the client's trade, business and organisation
  • Customer relationship management
  • Languages:French at minimum B2 level, English would be a plus.
  • Time management
  • Client portfolio management
  • Good interpersonal skills
  • Good oral and written communication skills
  • Analytical skills and an ability to summarise
  • Organised
  • Rigorous
  • Independent
  • Working within a team
  • Dynamic and responsive