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| Company: |
gem |
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| Job Title: |
Norwegian Technical Support/ Customer Service postions |
| Job category: |
Information Technology |
| Job Location: |
Belfast - Northern Ireland - UK England |
| Job Reference Number: |
OPO914 |
| Job Description: |
Job Role
Customer Care/Technical Agent – Inbound Email
•Works in the MSN team, providing excellent customer service and technical solutions to customers.
•Works in a team based environment supporting your team in achieving the highest quality standards. Works on specific lines of business in messenger, live mail, live ID and hotmail.
•Provides a personalised response to all inbound emails received whilst providing a positive customer’s experience through efficient, friendly, high quality and accurate responses
•Taking inbound telephone calls where business needs
•Proactively seeks feedback on ways to improve personal performance
•Takes ownership to ensure closure for all issues which cannot be resolved whilst dealing with the customer/Assists product specialists to find resolutions
•Takes part in, and encourages active participation in team discussion activities and focus groups
•Assists team manager in assessing and auditing responses and completing quality response
Contract
Full Time Permanent
Hours Of Work
Full-time - 40 hours per week
SHIFT
Rotational shift pattern 8-6p.M Mon-Sun (must be flexible outside these hours for example may be expected to work an evening/nightshift where business needs). You will be provided with a Rota in advance.
SALARY
£14,000 / annum
HOLIDAYS
21 Holiday & 6 Stat days & birthday day off. Holidays cannot be taken in the first month of employment. In months 2 and 3 of probation, holidays can be taken if accrued. All gem employees are entitled to their birthday day off as an additional benefit. If your birthday falls within the training period, you will not be able to take that day but will be able to take time in lieu at a later date.
In regards to birthday it is allowed to be:
The day before your birthday
The day of your birthday
The day after your birthday
As gem is a 24/7/365 day operation at times you may be scheduled to work on stat days. If so you will get time off on lieu.
Benefits
Stakeholder Pension Scheme
Corporate eye care provision
Quarterly Performance Related Pay
Large range of employee discounts
Bi annual reward and recognition schemes
Buns and fruit on a Friday!
Cycle to work scheme
Team and gem events
Probation Period
There is a 3 month probationary period before confirmation of your contract status
Training
Training will be conducted over 2 weeks. It will be intensive so
No lateness or absence required during training. It will consist of product knowledge and system training. There will be ongoing tests throughout training and a final test at the end. You will be required to pass this test.
All training is conducted in English.
Relocation
For those that are relocating, we offer an attractive relocation package: Travel costs will be reimbursed up to the cost of 150 Euro (reimbursements will be authorized if the employee remains employed by Gem for at least 3 months). Please retain all receipts for reimbursement. We also accommodate the first 4 nights stay in a city centre bed and breakfast.
We have a relocation advisor within gem who will offer ongoing help and assistance until you get settled (opening up bank accounts, applying for National Insurance numbers and Accommodation)
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Skills Required:: |
Essential Criteria:
•Fluency in written and spoken Norwegian
•Fluency in written and spoken English
•Customer Focus - 6 months outstanding customer service experience in a service driven environment
•Specialist Expertise - Experience in Microsoft Office and Internet
•Working with others - Demonstrates experience of working in a team based environment supporting the team in achieving the highest quality standards and takes an active role in generating team morale
•Planning & Organising - Ability to multitask, plan and prioritise workload
•Effective Communication - Excellent communication skills both verbal and written
•Resilience - Demonstrates resilience and ability to work on own initiative
•Problem Solving - Demonstrates problem solving and troubleshooting skills
•Responsibility for Results - Demonstrates ownership and accountability to achieve deadlines and targets
Desirable:
Previous experience in IT
12 months outstanding experience in customer service.
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Language Requirements: |
English-Very GoodOther: Norwegian |
| Employment Type: |
Full Time |
| Yearly Salary: |
14000 GBP |
| Posting Date: |
2009-05-06 |
| Level of Education: |
Unspecified |
| Years of Work Experience: |
Less than 1 Year |
| Company: |
gem |
| Contact Name: |
gem |
| Contact Phone: |
00442890921717 |
| Preferred Method of Contact: |
E-mail |
| Preferred Language of Resume/Application: |
English |
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