【爱立信招聘】熟练使用印尼语Support Services Specialist

爱立信中国 · 发表于 2015-3-12 11:52:29

Job Title
Support Services Specialist

Purpose of Job role
Provide dedicated first line support to customers who include internal endusers, Ericsson suppliers and Ericsson customers for the services delivered bythe Shared Services and global units. This requires receiving and registeringinquiries, solving them or referring to the relevant secondary support team. Theresult is resolved inquiries allowing freed-up time and thereby higherproductivity for the customer.

Potential Job Role Performance Metrics
SLA measurement; Customer satisfaction rating, First-line resolution, Ticketsper FTE, Tickets reopened, Calls abandoned, Tickets dispatched. KCS Solution Quality Index

Tools &Resources
Solidus, ServiceNow,Service Management Platform (SMP), Concur, Ericsson Buyer, SAP, Gordon,Customer Service Portal

Behavioral Competences

Adapting& Responding to Change, Analysing, Delivering Results & MeetingCustomer Expectations, Planning & Organising, Relating & Networking,Working with People.

Applicableprocess connected to Job Role

SSO Support Services

Qualifications and Experience

Adegree in Finance, Accounting, Business Administration, IT or the equivalentexperience.

Fluent Indonesian is necessary.

Handle inquires	Receive inquiries by email	Receive inquiries by portal	Receive inquiries by phone	Log ticket	Dispatch or resolve ticket according to work instructions
Handle inquires	3-6	3-6	3-6	3-6	4-6
Manage inquiries	Check agent dashboard every day to monitor ticket status	Follow-up pending tickets	Prioritize high severity or escalated tickets	Report big issue with high impact to manager
Manage inquiries	3-6	4-6	4-6	5-6
Execute in processes, services and scope	Plan for and introduce decided changes	Train, guide and instruct team members in new procedures	Supervise execution of new procedures	Register performance and compliance issues
Execute in processes, services and scope	5-6	6	6	6
Monitor & analyze team’s performance	Check and secure all tools/applications are working properly	Monitor ticket/call volume and remind manager to adjust resouces if necessary	Check ticket quality and Solidus report on regular basis	Handle business esclations and complaints
Monitor & analyze team’s performance	5-6	6	6	6
Provide support or perform tasks in proj	Understand the purpose of team projects	Provide necessary support as required	Perform assgined task as required	Summarize and share project experience	Lead a project
Provide support or perform tasks in proj	5-6	5-6	5-6	6	6
Initiate improvement activities	Indentify performance gaps towards targets and assist manager to initiate improvement activities
	6

CV Receiver： 1610238165(AT) QQ.C0M

【爱立信招聘】熟练使用印尼语Support Services Specialist

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