Helpdesk with Dutch/French in Timişoara

Short company description

Everyday at Wipro Digital Operations and Platforms is challenging and thought-provoking. What is tested is your drive, enthusiasm and initiative. New ideas are appreciated and innovation is encouraged - if you have a suggestion and a plan to take it forward - you will get all the necessary support to transform it into action.

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Requirements

Requirements:
Good reporting skills
Ability to adhere to TAT and timelines
Attention to detail.
Active listening
Call handling skills

Responsibilities

Maintain sufficient information to facilitate knowledge of the supplier's issues
Provide and publish a single, menu-driven primary contact center toll free contact telephone number
Communicate problem status and time to resolution to affected personnel
Close the call, with the caller's agreement
Provide problem resolution tools and aids
Record, analyze and report on a regular basis, on calls received, including details of call volumes and duration, problem trends, abandon rate and wait times, first call resolution rate, problem resolution time
Provide and publish alternate access channels to the Services Contact Center including, email, web portal and fax communication of problems, requests and other operational information
Interface and co-ordinate problem determination and resolution with appropriate support personnel
Provide required information related to Service Level commitments and of status of problems, including impact on Service Levels
Perform audits and respond to external audits as required
Comply with the quality assurance procedures
Manage Services Contact Center operational, policy, process, procedure, technical and migration documentation
Should have knowledge of P2P

Other info

Wipro Ltd. is a global information technology, consulting and outsourcing company with 170,000+ workforce serving clients in 175+ cities across 6 continents. The company posted revenues of $7.6 billion for the financial year ended Mar 31, 2015.
Wipro helps customers do business better by leveraging our industry-wide experience, deep technology expertise, comprehensive portfolio of services and vertically aligned business model. Our 55+ dedicated emerging technologies ‘Centers of Excellence’ enable us to harness the latest technology for delivering business capability to our clients.
Wipro is globally recognized for its innovative approach towards delivering business value and its commitment to sustainability. Wipro champions optimized utilization of natural resources, capital and talent.

A wide range of industry options are available since we services customers in various industries including Banking & Capital Markets, Insurance, Travel & Hospitality, Retail & Consumer Products, Energy and Utility, Technology, Manufacturing, Telecom & Healthcare sectors. We have built deep expertise in Processes like Finance & Accounting, Procurement, Marketing, Legal, HR Services, Tech Support, Customer Services and Analytics.