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Global Customer Consultant (001955) in Ålesund at Inmarsat

Date Posted: 6/9/2018

Job Snapshot

  • Employee Type:
    Permanent
  • Location:
    Ålesund
  • Job Type:
    Other
  • Date Posted:
    6/9/2018

Job Description

Primary role purpose:

The Global Customer Support Consultant ensures that all customer needs are promptly addressed by responding to customers’ requests, orders, questions and concerns in a timely and accurate manner, while exercising the highest level of service and quality. Inmarsat offers an extensive training program to ensure a solid understanding of the company’s concepts, products, practices, and procedures. Qualified candidates for this position must have a passion for excellence, outstanding communication and organizational skills, as well as the ability to readily build relationships over the phone. Additionally, a qualified candidate must be quality focused, an effective team player and be motivated to achieve a rewarding career within the organization.

 

As part of the Global Customer Support team you will act as the initial point of contact within Inmarsat to the external channel including end-users, Land Earth Station Operators (LESOs), Distribution Partners (DP’s) and Resellers as well as internal departments within Inmarsat. The role involves the understanding, response and support across all of Inmarsat’s I3/I4 and I5 product portfolio.

Job Requirements

Key Responsibilities:

This role requires a large degree of initiative and the Global Customer Support Consultant must be able to work without close supervision.  They must exercise discretion in providing information to sources outside of the company and must act within the Inmarsat policy guidelines.  The successful candidate will work with cutting edge technologies and have opportunities for multiple progression paths in the business. The successful candidate will not only join a market leader, but will ensure it delivers a premium service experience to its customers.  The successful candidate will always ask “why”, never accept the status-quo, and, in addition to triage of the support cases, they’ll constantly seek to improve on-boarding, services, and outcomes. They need to be equally comfortable with senior customer stakeholders, as well as front-line end users.  They’ll own service issues, ensure they are resolved within SLA’s, and continually keep customers up-to-date. More importantly, they will look at the bigger picture on their support cases, and ask “why”, following through on improvements required to continuously improve customer experience. Some of the key responsibilities will include:

 

  • To answer all telephone calls into the Inmarsat customer service team within three rings, recording the details of the caller, evaluate their enquiry and to offer solutions that meet their requirements.
  • Log all incoming faxes and e-mails into the Inmarsat Customer Relationship Management (CRM) system and provide initial acknowledgement within two hours of receipt.
  • Ensure that all enquiries and complaints relating to Inmarsat are dealt with efficiently and satisfactorily with close follow-up on information that relates to activation provisioning, Quality of Service (QoS), billing, and fraud referring to first line support as required.
  • To maintain an up-to date knowledge of the information in the public domain, including fact sheets, corporate website and details of marketing campaigns so as to be able to respond to any questions that may be asked.
  • Ensure that all process driven requests are actioned and all relevant administration completed.
  • Service Level Agreements (SLA’s) to be consistently achieved across all customer tiers
  • Ensure to provide excellent customer service through phone, e-mail, chat, etc. in timely and accurate manner.
  • Serve as liaison between customer support team, management and customer to improve customer service and business productivity
  • Analyse customer complaints and provide appropriate corrective actions.
  • Ensure customer satisfaction by meeting customer needs in courteous and timely manner.
  • Track, follow-up and resolve customer’s outstanding issues in a timely fashion and aligned to SLA’s and KPI’s
  • Develop customer service programs in order to provide outstanding service.
  • Prepare documentation and reports on routine customer correspondence for future reference purpose.
  • Assist in training peers on improving customer support service.
  • Develop and maintain in-depth product knowledge.
  • Conduct customer surveys about the company’s service so as to obtain feedback.
  • Communicate customer feedback to the Global Operations Management team in order to develop processes for better serving customers.
  • Assist with weekly reports on customer enquiries, responses and feedback so as to develop customer service analytics and trends.

 

ESSENTIAL KNOWLEDGE AND SKILLS

 

  • To be able to provide a quality driven first line response/resolution to enquiries
  • Ability to multi task under pressure and handle multiple tasks at once
  • To be able to prioritize tasks successfully.
  • Ability to assimilate information and respond according to instruction
  • A solid background in customer experience environments and operations
  • A natural affinity for high technology coupled with curiosity regarding how mobile technology/applications work
  • Able to operate within a multilingual customer base and deal effectively with those for whom English isn’t their first language
  • Confident and with a professional telephone manner
  • Writing and updating knowledgebase articles as gaps are discovered
  • Good computer skills including knowledge of MS Office, Word, Excel Outlook
  • Good written and oral command of the English language

 

Desirable Knowledge and Skills:

  • Experience in working in an international customer service and/or call centre
  • Awareness of the various Inmarsat services and products
  • Network and hosted voice technology experience desired, but not mandatory
  • CRM, billing, and support platform experience, such as Microsoft Dynamics, Salesforce.com and PeopleSoft
  • Good knowledge of world geography
  • Knowledge of a foreign language

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