This opportunity is based in Lausanne

Customer support specialist English-French

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You will join a global customer support team who is dedicated to a high customer satisfaction experience through a group of experts handling of worldwide customer inquiries.  

In this role

Main Activities:

  • Response to Major Accounts inquiries across communication channel (emails and phone).
  • Ensure escalated inquiries have been resolved and that the customer is satisfied with the outcome.
  • Meet pre-defined SLA’s ensuring the customer’s request has been fully resolved to their satisfaction
  • Analyses and investigate the details of the customer’s inquiry and does the necessary research to respond accurately and completely while maintaining SecuTix Processes and Policy.
  • Redirect customer inquiries to the appropriate department, member staff or manager if unable to resolve and keeps customer informed of the progress.
  • Identifies the root cause of customer issues and takes actions to prevent future contacts.
  • Handles complicated customer issues with patience and perseverance.

 

What we offer

  • A stimulating and professional working environment in a dynamic team with extensive expertise
  • Exciting projects using the latest technologies
  • Flat organisational hierarchies and cross-functional teamwork
  • Close contact with customers in a creative industry
  • A supportive culture with excellent opportunities for professional and personal training and development

About your profile

You will need to show:

  • SQL: Programming language for querying, manipulating and managing databases
  • Strong critical thinking and troubleshooting skills. Capable of approaching problems logically and rationally to ensure an effective resolution is met.
  • Writes and communicates clearing and effectively when responding to a customer request with a keen focus on customer satisfaction.
  • Resourceful and creative when solving problems and developing ideas.
  • Adapts and learns new technology quickly and easily, including new applications and tools.
  • Curious and passionate about learning new skills and subjects.
  • Displays a service/support-oriented attitude to ultimate customers.
  • Customer satisfaction oriented.
  • Languages:  French (Native/fluent) and English (Fluent), German would be a plus

More than 5 years’ experience as Customer Support specialist in a IT service company.


If you are INTERESTED in applying for this position, please send us your complete application (CV, cover letter, letter of reference, diplomas and certificates).

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