Helpdesk Support Agent. German Markets. Excellent benefits!

Location
Dublin
Salary
Negotiable
Posted
16 Jun 2017
Closes
14 Jul 2017
Ref
MDDEHD
Contact
Gisele Graciutti
Job Type
Permanent
Hours
Full-time
Our client's aim is to help their clients through the complexity of a global indirect tax compliance environment. Focusing on helping clients overcome indirect tax complexity at both the organisational and transactional level.

The company provides the outsourcing of the Travel and Entertainment Expense Management Process for a European company.
The company has approx 50,000 employees across Europe and they submit over 120,000 Expense Claims each year.

Position:
The purpose of this job is to provide Helpdesk support for our customer's employees.
The main responsibility of the Helpdesk Support Agent is to respond to and resolve customer queries and requests, utilizing a suite of support options (email and phone) in line with agreed service levels, thus ensuring the ultimate customer experience.

In addition, the Support Agent will support a team of Travel &Expenses Analysts in managing T&E reports.


Meridian's Business Process Outsourcing Division provides the outsourcing of the Travel and Entertainment Expense Management Process for a European company.
The company has approx 50,000 employees across Europe and they submit over 120,000 Expense Claims each year.

Employees of our clients will contact the Helpdesk with queries including;

* Expense Claims submitted and their status
* Payment of Claims
* Travel and Entertainment Policy
* Questions on how to use T&E applications
* IT issues to be escalated
(TRAINING WILL BE PROVIDED)


Responsibilities of the Role:

* Answer incoming Helpdesk calls and/or monitor email log and provide resolution to the customer's query, problem or complaint through to completion.
* Log calls accurately and document incident information within the Call Tracking System ensuring there is a sufficient audit trail for all customer communications
* Re-key IT help requests into the Helpdesk system and act as a client advocate for escalated system and technical issues.
* Ensure all scheduled calls are followed up efficiently and within specified response time.
* Escalate customer complaints to Team Leader
* Adhere to knowledge management workflows, escalation and notification standards.
* Work in a team environment supporting team objective to provide first class support to business users across multiple European locations.
* Assist clients in an efficient, courteous and pleasant manner with all queries


Profile:

* Leaving Certificate or equivalent
* Excellent PC skills
* Previous call centre experience desirable
* Office experience desirable
* Fluent German and English speaker
* Customer Focused - ability to interact with client's employees and ensure issues are resolved to the client's satisfaction
* Results focused - highly driven and motivated, works well to deadlines.
* Problem solving - ability to make decisions and to work on own initiative without supervision.
* Ability to multi-task - able to handle competing tasks and projects.
* Excellent team worker.
* Excellent communication (both written & oral), organisational and interpersonal skills
* Excellent attention to detail.


***Competitive Salary, Excellent package of benefits, Real Career development within the company, etc**



Interested?
Send me your most up to date CV to Gisele.Graciutti@manpower.ie
I am looking forward to hearing from you!


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