Careers

Operations Service Assistant

 

location: Cesson Sévigné

 

Context

The candidate will be responsible for assisting the Customer Service team in the implementation of our Customer’s SLA contracts: SLA conditions for each customer, KPI achievement, internal SLA processes.

Main responsibilities:

  • Produce monthly SLA KPI for all Major Customers from our Helpdesk tool into dedicated Dashboards
  • Communicate the Dashboards to the Customers and organize presentation meetings
  • Collect Customer’s feedback on their satisfaction about our products and SLA performance
  • Update SLA information in our CRM system (maintenance purchase orders and invoicing plan, status of the contracts and assets)
  • Administrate the phone redirection service and update the team’s on-duty schedule
  • Ensure that Third-party providers contracts are up to date, renewed on time, and correctly achieved by our suppliers
  • Maintain a close coordination with the internal players: Support Team, Sales, Projects, Admin Team
  • Track, anticipate and mitigate Risks in SLA Commitments.

Other missions can be attributed according to profile and motivation of the candidate

 

Knowledge and Skill requirements:

 

Fluent English language abilities are required.

Post Bachelor Diploma

  • General technical background in IT or Telco environment
  • Minimum 2 years of experience in a similar position including direct customer contacts
  • Knowledge of Salesforce CRM and Helpdesk
  • Good writing ability and presentation skills

 

Soft Skills

  • Positive and enthusiastic team player
  • Good communication and presentation skills
  • High Sense of communication, customer care and diplomacy
  • Autonomy
  • Fluent oral & written English

 

The + of the position

Broadpeak is committed to the well-being of its employees. The company has put in place several actions that you will benefit from:

 

  • Home office up to 3 days
  • “K3 sport” association (running, pilates, badminton, PPG, swimming, climbing, tennis)
  • Modern offices with foosball, darts, showers and lockers, resting/breastfeeding room, etc.
  • Fun and relaxation: board game evenings, afterworks, massages, etc.
  • Deliveries of lunch baskets, vegetable baskets on site
  • Shared library,
  • Coffee and tea at will, very often accompanied by pastries, pancakes or m&ms
  • and much more!

 

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