Help Desk/Call Centre Specialist

We are actively seeking a Help Desk/Call Centre Specialist to take calls from customers and field engineers and help to order parts.

Preferred Qualifications
*Fluent in English, French and (Dutch or Flemish)
*Prior experience in customer service
*Experience interfacing with both internal team members and external customers as part

Key responsibilities/essential functions include
Customer Calls
*Take incoming Request For Service and log the problem in the European data system, if required
*Identifying our contractual commitments, accurate use of remote support
*Accurate use of Field Engineer Diary
*Accurate use of the Escalation Process

Field Engineer Calls
*Take incoming calls from Field Engineer's related to dispatching
*Enter all comments and agree action plan
*Offer suggestions on possible solutions

Assigning Field Engineer
*Assign Field Engineer if they are listed in the System Preferred list
*When Preferred Field Engineer not available use the training records and maps to find a suitable resource
*Escalate to Senior Co-ordinator according to Regional Field Engineer planning rules

Parts Ordering
*Order parts using the current parts ordering System
*Organize distribution if part in the region network
*Escalate if part in another location

Area Administration
*Fully understand and implement the escalation process as required

Other
*Dispatching Field Engineers to Request For Service
*Escalate issues as required

Quality Specific Goals
*Aware of and comply with the Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position
*Complete all planned Quality & Compliance training within the defined deadlines
*Identify and report any quality or compliance concerns and take immediate corrective action as required

Required Qualifications
*Computer Skills to include Word & Excel & Outlook.
*Knowledge of parts ordering System
*Ability to Work independently with minimum direction
*Effective communication skills
*Strong Interpersonal Skills
*Fluent in the Language of the region recruited for

Capital International Staffing Ltd is acting as an Employment Business in relation to this vacancy.