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Global Customer Support Consultant
2 weeks ago
**Primary role purpose**:
Our customers can be anything from our end users to distribution partners, i.e. it could be a fisherman on a boat in the Atlantic, or a ship approached by pirates outside Somalia. No 2 days are the same and that is what makes the job so unique and interesting. Please note that we are not a call centre and we do not wear headsets.
**Key Responsibilities**:
- Respond to requests for customer assistance in person, via telephone, electronically within the agreed SLAs.
- Logging, updating and creating tasks as required on SNOW.
- Handling incoming calls and logging, updating and creating tasks for customer queries and cases as required using corporate CRM systems.
- Handling customer complaints in accordance to the GCO complaints procedure, updating internal systems.
- Close liaison with internal and external customers to provide regular updates on customer queries.
- Research customer issues, referring to a local directory of information to handle customer queries.
- Provisioning, activating and de-activating terminals, managing suspensions and sim activations across all satellite constellations.
- Checking invoices on behalf of billing and providing customer updates as required.
- Providing call data records for customer usage as required by customers.
- Managing assigned cases in line with customer expectations and departmental SLAs and KPIs.
- Close liaison with customers, providing updates and or appropriate action to resolve queries.
- Identifying and escalation to management situations requiring urgent attention.
- Staying current with system and product information, changes and updates
- Other duties as required by the line manager.
**Essential Knowledge and Skills**:
- Have working customer service experience in:
- IP data and circuit switched data/voice connectivity, ideally within the satellite communications or telecommunications sector.
- Understanding of network concepts (LANs and WANs)
- Mobile communications technologies such as Satellite Communications, Cellular Telephony, GSM, GPRS, 3G, UMTS
- Wireless Networking technologies such as WiFi® and Bluetooth®
- Circuit switched voice and data, e.g. ISDN / Fax / voice and video conferencing
- Professional telephone manner
- Tele communications background
- To be able to communicate effectively at all levels with a good grasp of the English written language
- To be able to conduct initial troubleshooting and diagnostics on all enquiries
- Able to operate within a multilingual customer base
- Ability to assimilate information and respond accordingly
- PC literate
- Fluent in both English and Chinese to support Chinese speaking customers
**Desirable Knowledge and Skills**:
- Awareness of the various Inmarsat services and products
**Your character and approach**:
- You can’t help but go out of your way to satisfy your customer
- You enjoy working as a team, sustaining relationships and building rapport
- You have an understanding and interest in communication methods and what each can provide
- You have a sense of what is important and the ability to keep your cool
- You are a fantastic communicator and are keen to share your ideas
- You are keen to expand your knowledge and you thrive on challenge
**Job Types**: Full-time, Permanent
**Salary**: From $28,000.00 per year
**Benefits**:
- Additional leave
- Dental insurance
- Employee assistance programme
- Flexible schedule
- Health insurance
- Parental leave
- Professional development
- Work from home
Schedule:
- Day shift
Supplemental Pay:
- Overtime pay
- Performance bonus
Work Remotely:
- Yes
