Customer Service Executive

- Provide 1st level support for French or Spanish speaking customers. English also required- Respond to user requests by telephone/email/chat/Service Management tool (Global Service Now) in a professional manner, to ensure users receive a timely service and Service Levels are met- Obtain initial call information and create service records in Service Management tool- To maintain balance between the qualitative and quantitative aspects of own work- Ability to plan, schedule and monitor own work within a limited time horizon- To improve own performance in a rapidly changing environment (constantly increasing complexity and volume of tasks, necessity of continuous training)- Carrying out “FCR” (First Call Resolution) on Incident tickets following the agreed work instructions.- Within the operating guidelines decides which Incident tickets to escalate- Monitor progress of requests for support and ensures users and other interested parties are kept informed.- Translates spoken and written re...

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