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Customer Support Consultant (002402) in Ålesund at Inmarsat

Date Posted: 1/22/2019

Job Snapshot

Job Description

Primary Role Purpose:

As a Customer Service Consultant, you’re the provider of great customer experience.  You will build rapport by interacting with customers via email and telephone, providing solutions that not only meet expectations but shatter them.

Our customers can be anything from our end users to distribution partners, i.e. it could be a fisherman on a boat in the Atlantic, or a ship approached by pirates outside Somalia. No 2 days are the same and that is what makes the job so unique and interesting. Please note that we are not a call centre and we do not wear headsets.

Job Requirements

Key Responsibilities:

Some of areas you will be responsible for are:

  • Respond to requests for customer assistance in person, via telephone, electronically within the agreed SLAs.
  • Logging, updating and creating tasks as required on the MSD.
  • Handling incoming calls and logging, updating and creating tasks for customer queries and cases as required using corporate CRM systems.
  • Handling customer complaints in accordance to the GCO complaints procedure, updating internal systems.
  • Close liaison with internal and external customers to provide regular updates on customer queries.
  • Research customer issues, referring to a local directory of information to handle customer queries.
  • Provisioning, activating and de-activating terminals, managing suspensions and sim activations across all satellite constellations.
  • Checking invoices on behalf of billing and providing customer updates as required.
  • Providing call data records for customer usage as required by customers.
  • Troubleshooting of network, hardware and application issues, updating systems and customers as required.
  • Managing assigned cases in line with customer expectations and departmental SLAs and KPIs.
  • Close liaison with customers, providing updates and or appropriate action to resolve queries.
  • Identifying and escalation to management situations requiring urgent attention.
  • Staying current with system and product information, changes and updates
  • Working with applications and Certified Applications Providers, you are aware of the risks that cyber activity can cause through corporate policy and procedures.
  • Logging and keeping records of customer issues and solutions to enable Business Improvement initiatives.
  • Communicating customer feedback to the Global Operations Management team in order to develop processes for better serving customers.
  • Other duties as required by the line manager.

Essential Knowledge and Skills:

  • Professional telephone manner;
  • Tele communications background;
  • To be able to communicate effectively at all levels with a good grasp of the English written language;
  • To be able to conduct initial troubleshooting and diagnostics on all enquiries.
  • Able to operate within a multilingual customer base;
  • Ability to assimilate information and respond accordingly;
  • PC literate.

Desirable Knowledge and Skills:

  • Have a working technical knowledge of:
    - IP data and circuit switched data/voice connectivity, ideally within the satellite communications or telecommunications sector.
    - Understanding of network concepts (LANs and WANs)
    - Mobile communications technologies such as Satellite Communications, Cellular Telephony, GSM, GPRS, 3G, UMTS
    - Wireless Networking technologies such as WiFi® and Bluetooth®
    - Circuit switched voice and data, e.g. ISDN / Fax / voice and video conferencing
    - An awareness of different types of computer based applications and the data they generate.
  • Awareness of the various Inmarsat services and products
  • Experience in working on a shift pattern


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