Our client are a renowned global IT service and consulting company, presently developing their tech footprint in Lisbon. They are now looking for a Service Request Expert to join their team in the capital Lisbon!

Our client

Our client is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Their technology products, services and engineering are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships. With a worldwide network of R&D, innovation labs and delivery centers, and 149,000+ ‘Ideapreneurs’ working in 45 countries, our client serves leading enterprises across key industries, including 250 of the Fortune 500 and 650 of the Global 2000.

Work as an Individual Contributor in the Customer Service/Contact center team/Concierge COE. Key responsibilities would include :-

• Log, investigate, process and respond to (unless instructed otherwise) any complaints/queries through phone, email, chat, etc. as appropriate.
• Ensure standard procedures are used to resolve consumer concerns.
• Ensure all complaints/queries that cannot be resolved personally are routed to the appropriate internal or external parties for resolution (e. g. insurance companies).
• Inform the end consumer of the progress of a case that cannot be immediately resolved.
• Create exceptional customer experience for the given customer segments in line with SLAs with focus on First Contact Resolution (FCR) and low customer effort.
• Adhere to TAT and accuracy, report out daily performance and update all performance logs and Report KPI's/SLA's as per agreed timelines
• Coordinate with other departments like Order Management, Invoicing, Collections, Cash application, SCM, MDM teams and resolve the dispute as per agreed TAT
• Perform assigned activities as per defined timelines and accuracy parameters of the process

Requirements:

• Having Knowledge on O2C
• Having experience in Invoice management , Order Management, Collections and Dispute resolution
• Having experience in handling customer calls/O2C Helpdesk
• Having good exposure on Helpdesk metrics
• Experience with SAP (including invoicing, contracts, workflows)
• Manage effectively internal and external relationships
• Graduate/Masters in any discipline
• Relevant work experience: 3-4 Years

Why move to Portugal?

Portugal is famous for its warm weather, and generally the weather in Portugal is warm all year long. But depending on where you settle in the country, you will be able to experience weather differences. For example, if you settle in the south, the weather will be far more hot and dry than if you settle in the northern part of Portugal, where there is a more temperate climate. As in all other countries you will also be able to experience regional differences in Portugal depending on where in the country you choose to settle. In cities such as Lisbon and Porto, you will be able to experience a vibrant city life that offers shopping, historical and cultural experiences, while on the countryside you will experience small, pleasant villages.

Are you looking for your next career step in Lisbon and you fit in the role description above? Send us your application at anie@nordicjobsworldwide. com and our recruitment team will help you further!

Nordic Jobs Worldwide

We are a professional Nordic recruitment specialist focused on connecting candidates from Sweden, Finland, Norway, and Denmark with businesses from all over the world. Nordic Jobs Worldwide is the largest language Recruitment agency in the Nordic region, we match the most exciting jobs with Nordic talent. Over the past 2 years we have recruited and helped over 1000 Nordic speakers to their dream job with our partners in over 28 different countries.