European support services for Navman end users, retailers, and public pre-sales enquiries. Fluent English and Finnish required. Another European language (e.g. Danish) would be beneficial.
Department : Technical Support
Reporting to: Technical Supervisor/Helpdesk Manager
Job Description:
European support services for Navman end users, retailers, and public pre-sales enquiries.
Telephone Service
Provide helpful professional service to telephone callers through
- attention to customer needs, thereby providing world class service exceeding customer expectations
- prompt first time resolution of their problem or query
- transfer of call to 1st or 2nd line support where necessary
- good call management, attention to call status displays and high availability to receive calls
- ensuring promises made during the call are kept
Replies to Correspondence
With guidance, assist in replies to customer enquiries through email, fax or letter particularly where the jobholder has European language skills and first line cover is unavailable or insufficient for the current workload.
Faulty or Missing Products
- accurately identify product faults and refer to 1st and 2nd Line Support to hand over the call or for language cover complete the RMA under their direction.
- raise replacement requests for missing products and answer calls for status updates.
Systems
Learn and apply knowledge of internal software systems, ensuring a high level of attention to detail is met.
Product Experience
Regularly use Navman products and learn and understand new products. Have an understanding of competitor products and services
Continuous Improvement
Look for ways to improve the service to our customer and enhance and develop our products and skills.
- Knowledge agent – update the Knowledge Specialist with any feedback on the use and technical aspects of the knowledge base
- Bugs and problems – record details and pass to supervisor
- Submit FAQ’s to Knowledge Specialist when identified
- Share best practice
- Improvement of language skills and helping other staff develop their languages
- Continuous feedback to supervisors regarding work environment, training and coaching needs
- Develop skills and performance based on feedback from performance reviews
Essential Experience Required:
- Good customer services experience and/or capability
- Effective communications skills, both verbal and written
- European language skills in line with the vacancy advertised
- Team player with good inter-personal skills
- Flexible to dynamic work demands
- Eager to learn and develop skills
Person Specification:
- Personal organizational skills
- High level of motivation and determination
- Reliable
- Eager to learn and develop skills
This job description is not intended to be complete or limiting and you may be asked to complete ad hoc tasks as requested by your department manager.
If you wish to apply please send your CV to recruitment@navman-europe.com.