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Service Desk Agent
Place of work
Mlynské nivy 12, Bratislava, Slovakia (Job with occasional home office)
Mlynské nivy 12, Bratislava, Slovakia (Job with occasional home office)
Contract type
full-time
full-time
Wage (gross)
From 1 200 EUR/monthThe minimum gross monthly base salary for this role is 1200 EUR full time. Our final offer to you will be set up fairly, considering the skills and experience that you bring to the Swiss Re Group. You can look forward to extra rewards and benefits including an attractive performance-based bonus.
From 1 200 EUR/monthThe minimum gross monthly base salary for this role is 1200 EUR full time. Our final offer to you will be set up fairly, considering the skills and experience that you bring to the Swiss Re Group. You can look forward to extra rewards and benefits including an attractive performance-based bonus.
Information about the position
Job description, responsibilities and duties
ContactOne is the Service Desk of Swiss Re providing support to internal and external customers for all operational services (e.g., IT, HR, Logistics, Legal, Communications, Sourcing and Corporate Real Estate services).
Our team based in Bratislava, consists of 10+ agents and a Line Manager with additional teams based in Folkestone, Armonk, Mexico City and Hong Kong. Our Bratislava team is operating in EMEA shifts.
About the Role
Key responsibilities:
- Provide professional customer support as a 1st contact support for any inquiries received via the ContactOne channels
- Provide exemplary customer handling skills for maintaining high quality customer experience
- Log all inquiries into the Service Now ticketing tool accurately with comprehensive work notes and customer communication details. Adhere to Service Desk ticket handling processes and procedures.
- Responsible for tickets triage to the appropriate expert owner group.
- Provide feedback and proactively raise areas of improvement in fields of customer service, process, and tools
- Ensure availability is given for all operational hours (can include public holidays and weekends) and adhere to performance guidelines as required by Service Desk management to maintain operational efficiency of the ContactOne Service Desk.
- Ensure adherence to all Service Management processes, coordinating activities between multiple support groups to achieve agreed SLA's and OLA's.
- Participate in implementation of new services and releases for the ContactOne Service Desk readiness
- Adherence to Swiss Re policy and procedures around confidential, personal, and sensitive data.
Our team based in Bratislava, consists of 10+ agents and a Line Manager with additional teams based in Folkestone, Armonk, Mexico City and Hong Kong. Our Bratislava team is operating in EMEA shifts.
About the Role
Key responsibilities:
- Provide professional customer support as a 1st contact support for any inquiries received via the ContactOne channels
- Provide exemplary customer handling skills for maintaining high quality customer experience
- Log all inquiries into the Service Now ticketing tool accurately with comprehensive work notes and customer communication details. Adhere to Service Desk ticket handling processes and procedures.
- Responsible for tickets triage to the appropriate expert owner group.
- Provide feedback and proactively raise areas of improvement in fields of customer service, process, and tools
- Ensure availability is given for all operational hours (can include public holidays and weekends) and adhere to performance guidelines as required by Service Desk management to maintain operational efficiency of the ContactOne Service Desk.
- Ensure adherence to all Service Management processes, coordinating activities between multiple support groups to achieve agreed SLA's and OLA's.
- Participate in implementation of new services and releases for the ContactOne Service Desk readiness
- Adherence to Swiss Re policy and procedures around confidential, personal, and sensitive data.
Information about the selection process
This is a 12 months external contract.
This job offer is suitable for people who have been impacted by the invasion of Ukraine.
We are an equal opportunity employer, and we value diversity at our company. Our aim is to live visible and invisible diversity – diversity of age, race, ethnicity, nationality, gender, gender identity, sexual orientation, religious beliefs, physical abilities, personalities and experiences – at all levels and in all functions and regions. We also collaborate in a flexible working environment, providing you with a compelling degree of autonomy to decide how, when and where to carry out your tasks.
We provide feedback to all candidates via email. If you have not heard back from us, please check your spam folder.
This job offer is suitable for people who have been impacted by the invasion of Ukraine.
We are an equal opportunity employer, and we value diversity at our company. Our aim is to live visible and invisible diversity – diversity of age, race, ethnicity, nationality, gender, gender identity, sexual orientation, religious beliefs, physical abilities, personalities and experiences – at all levels and in all functions and regions. We also collaborate in a flexible working environment, providing you with a compelling degree of autonomy to decide how, when and where to carry out your tasks.
We provide feedback to all candidates via email. If you have not heard back from us, please check your spam folder.
Requirements for the employee
Candidates with education suit the position
University education (Bachelor's degree)
University education (Master's degree)
University education (Master's degree)
Language skills
English - Upper intermediate (B2)
Personality requirements and skills
- Proven work experience in a respective Support Desk environment (e.g., IT Service Desk, HR Service Desk, Logistics Service Desk, Corporate Real Estate Services, Customer Care Center, Contact Centre)
- An IT environment and/or IT Service Desk experience is a strong plus
- Experience with internal applications, tools and processes in their respective area is an advantage.
- Fluent in English – speaking and writing; German, French, Spanish is a strong plus
- Excellent customer focused attitude, ability to build customer relationships and communicate effectively is a must!
- Understanding of confidential and professional handling of sensitive customer queries
- You are flexible and responsive with the capability to prioritize tasks and work under pressure
- Ability to apply negotiation and conflict resolution skill to difficult customer calls
- Most importantly, we are looking for an open-minded, flexible, and team-oriented personality.
Does this description sound exciting? Well, do not forget to press the application button and send us your CV!
- An IT environment and/or IT Service Desk experience is a strong plus
- Experience with internal applications, tools and processes in their respective area is an advantage.
- Fluent in English – speaking and writing; German, French, Spanish is a strong plus
- Excellent customer focused attitude, ability to build customer relationships and communicate effectively is a must!
- Understanding of confidential and professional handling of sensitive customer queries
- You are flexible and responsive with the capability to prioritize tasks and work under pressure
- Ability to apply negotiation and conflict resolution skill to difficult customer calls
- Most importantly, we are looking for an open-minded, flexible, and team-oriented personality.
Does this description sound exciting? Well, do not forget to press the application button and send us your CV!
Advertiser
Brief description of the company
As the world's leading and most diversified global reinsurer, we offer as our core business financial services products that enable risk taking essential to enterprise and progress. Our company was founded in Zurich, Switzerland in 1863, and operates in more than 25 countries and provides its expertise and services to clients throughout the world. We combine financial strengths with experience, knowledge and creative thought to explore new opportunities in the interests of our clients, staff and shareholders.
Number of employees
1700 and more employees
Company address
Contact
Contact person: Lucia Vargova
ID: 4241786
Dátum zverejnenia: 4.5.2022
2022-05-04
lokalita: Bratislava Pozícia: Customer Support Specialist, Helpdesk Operator, IT/Technical Support Specialist Spoločnosť: Swiss Re
Základná zložka mzdy (brutto): 1 200 EUR/month