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Senior Expert - Contact Centre

Job Description

My client is a leading manufacturer of manufacturing technology and services operating in more than 120 countries. The family owned company has generated a revenue of more than 5 billion EUR in the last year. The IT management is currently recruiting top talent to strengthen their IT Sales and Conact Centre team. As a senior technical expert you are responsible to further develop the digital transformation journey and drive smart contact centre as well as customer experience initiatives.

Responsibilities:

  • Shape future contact centre vision together with global counterparts and build a strategy for unified communications
  • Assess business requirements and present technical recommendations that are in line with customer’s strategic roadmap and industry best practice
  • Troubleshoot technical issues on various platforms ranging from ERP to Salesforce
  • Act as a Single Point of Contact of service requirements to manage technical requests, escalations, and driving various teams for a solution
Qualifications:
  • University degree in IT, Telecommunications or Business Economics degree
  • Persuasive - Able to gain buy in from various groups within competing interests
  •  5+ years’ experience in Customer Service and in a technical role with face to face interactions, ideally in Service Delivery environment
  • Up to 5 years of work experience, preferably in the telco or IT space
  • Strong team skills and interest to work in a multinational team
  • Fluency in English and preferably basic German language skills

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