Beschreibung
For our client, a pharmaceutical company in Basel, Switzerland, we are looking for a motivated and ambitious:
Senior Helpdesk Agent - Live Chat Agent (Advanced German and English skills)
Act as Single Point of Contact for end-users providing customer focused support for incidents (utilizing the given standard tools and accordingly given Call Handling Instruction), including:
- 1st level support for our Clients Common Office Environment (Windows 7, Office 2010, Mac) and standard Business Applications, key services, (eg Remote Access), hardware (eg laptops, desktops, smartphones, tablets and printers), Infrastructure (eg LAN, WLAN)
- Performs proactive ticket monitoring, updating owned tickets with latest status (pending, closed, resolved) and informs user accordingly.
- Monitors the voice mailbox of User Service segment, creates according change or incident ticket. Dispatches Incident & Service Request Tickets according its content.
- Receives incoming incidents and requests, records tickets and resolves them in an adequate time frame, ensuring expected customer satisfaction.
- Maintains communication links with the end user, keeping them apprised of call status where First Call Resolution is not possible.
- Contributes knowledge to the Knowledge DB
- Act as a super user for the Live Chat platform, eg setting up canned responses, provide training, share experiences
Your Profile
- 3+ year experience as a professional Chat agent
- Advanced German and English skills (verbal and written)
- Understand the metrics behind chat (CSAT, NPS, ART)
- Knows the appopiate usage of canned messages
- ITIL Certification is a plus
- Experience in Pharma or related Business area is a plus
Start: ASAP
Duration: 6 months + optional extension
Location: Basel