Publicat 04 Feb 2021 | Reactualizat 25 Feb 2021 | Expiră 06 Mar 2021

Customer Care Representative with Turkish/German/Italian

4 posturi

Candidatul ideal

Requirements:

  • Fluency in English:
  • Medium or Advanced in one of the following Turkish/German/Italian/French ;
  • Other foreign languages are considered an advantage;
  • Customer focused and good communication skills;
  • Availability to work on shifts;
  • Strong and motivated.

Descrierea jobului

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:

  • Receiving customer requests and dispatching to the technical department.
  • Acting as a technical point of contact between the engineering team, customers and partners.
Offer:
  • Motivational salary package and annual performance bonus;
  • Gym discounts;
  • Private Medical Insurance;
  • Paid 4 hours leave per month;
  • Flexible work schedule;
  • Opportunity to work on shifts;
  • Weekly fruit day;
  • Opportunity to get certifications (HCNA, HCNP, HCIE) on Huawei products;
  • Life time learning environment and tools;

Only suitable candidates will be contacted!

As part of any recruitment process, Huawei Enterprise collects and processes personal data relating to job applicants.

We are committed to being transparent about how we collect and use that data and to meeting our data protection obligations.

You data is stored in a range of systems and formats. These are included in your recruitment file, in the organization’s HR Management system and in other IT systems. The data is visible to the HR Department, Hiring Manager of each Department and Higher Management of Enterprise Romania GSC.

The information you provided to us will be used for assessing the competency and suitability or our candidates, to decide terms and conditions of any offers and for reporting purposes.

The range of information collected includes: your name and contact details (including e-mail address and telephone number), your gender and date of birth, details of your qualifications, skills, experience and employment history (including start and end dates with previous employers), information about your current level of remuneration, including benefit entitlements, your nationality and entitlement to work in Romania, candidate photographs.

Descrierea companiei

Huawei Enterprise Romania GSC focuses its goals on satisfying customer needs, reducing costs and ensuring smooth business operation. Our Enterprise GSC offers 24/7 multi-channel access, multi-language support in 6 different languages (English, French, Spanish, Italian, Polish, German) and IT platforms used by our engineers to solve our customers’ problems. There are 5 Centers in Enterprise Romania GSC: Network Operations Center, Technical Assistance Center, Remote Delivery Center, Spare Parts Center and Marketing & Channel Support Center. In Romania we have 2 offices located in Bucharest and Timisoara, where we have over 150 employees.

Short description of our departments

The Technical Assistance Center helps customers solve daily issues and major incidents in an efficient way with the help of big data analytics technology which will also help customers reduce the potential risks of their networks.

The Network Operation Center provides IT outsourcing and Smart Nos services. These services help our customers maintain their network with the best practice and also reduce the cost of maintenance and focus on business innovation.

The Remote Delivery Center offers a ground breaking collaboration framework that virtually connects field service engineers with global service experts through Augmented Reality technology. As a result, Huawei experts can guide engineers in a distant physical space through their planning and design verification and service assurance activities. It will significantly accelerate the deployment and improve the service delivery quality.

The Marketing and Channel Support Center provides a full range of channel oriented services by helping our partners to ensure the service continuity and continually improve our service quality. Furthermore, this center also provides a service exhibition section with access for our partners and customers who would like to visit. The Customer Care

Representatives Team
receives various technical requests from the customers in 6 different languages, through different channels. They are in charge of creating the problem ticket, dispatching the problem ticket to corresponding engineer (team) based on product line and network element type. The Customer Care Representatives must also ensure that cases are raised within SLA time, and that entitlement check is performed.

The Spare Parts Center is involved in all that means Planning, Logistics and Customer Support for all WEU, CEE & Nordic, Australia/ New Zealand clients. They are the ones to make sure all the deliveries are reaching their SLA, closely maintaining the contact with HQ RSPC and Hungary team about stock insurance. They keep in touch with the LSP, Supply Chain and with the customers until closure and make sure everything related the spare parts is under control.

Customer Care Representative with Turkish/German/Italian  -  Huawei Enterprise Romania GSC

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