Decskill, founded in 2014 as an IT Consulting Company, places paramount importance on its greatest asset: its people. Our main mission is to deliver value through knowledge and talent, and we achieve this by fostering a culture of excellence and investing in the development and well-being of our people. With over 600 dedicated professionals and offices in Lisbon, Porto, Madrid, and Luxembourg, Decskill operates across three core areas:
* DECSKILL TALENT: We believe that our people are key to our success. Through Decskill Talent, we empower our team to embrace the digital transformation challenges of our clients. We collaborate with clients to drive innovation, ensuring project success and business growth.
* DECSKILL BOOST: Equipping our team with the latest tools and methodologies, we optimize Time-to-Market and deliver innovative solutions exceeding client expectations.
* DECSKILL CONNECT: Our team collaborates closely with clients to implement and manage IT infrastructures that generate long-term value.
At Decskill, we believe that by nurturing and empowering our people to confront the challenges of digital transformation, we create value not only for our clients but also for our entire ecosystem, fostering a digital community dedicated to growth and progress.
We are looking for IT User Support fluent in French
Responsibilities:
* Guarantee the handling of flows (telephones, e-mails etc.) from internal and external customers and partners in compliance with the rules and procedures established in terms of quality, control, security of operations, and confidentiality:
• Analyse, qualify the client's request and ensure rigorous processing of first operations level in compliance with current procedures,
• Ensure communication on tools with the teams
• Provide a reliable and complete response with education to customers and partners, and inform them of the processes, deadlines, and the progress of their request.
• Update the customer relationship management tool after each customer contact.
• When applicable, transfer the request to the adequate application administration team, by communicating all necessary information related to the request or incident.
* Guarantee the respect of professional secrecy including the confidentiality of data.
* Contribute to improving the quality of the relationship with the client (welcome and client satisfaction) by alerting the dissatisfactions.
* Contribute to continuous improvement of efficiency:
• Participate in the spread of good practices and knowledge.
• Participate in the spread of information within the teams.
• Alert on malfunctions, anomalies, and incidents.
• Be proactive in improving processes and organizing activities.
• Participate in updating procedures and operating modes.
Requirements:
* Knowledge of techniques for handling complaints, questions and issues Clients.
* Knowledge of the structure of the telephone interview.
* Use client relationship techniques.
* Use management applications and decision support tools.
* Native/Fluent in business language.
* Ability to collaborate / teamwork.
* Ability to communicate – orally.
* Rigor.
* Being customer oriented.
* Ability to listen and question.
* Being results oriented.
* Adaptability.
* Resilience.
* Transversal Skills.
* Analytical skills.
* Nice to have: Knowledge in insurance field (products...).
If you're interested in this job, please send your CV to with reference "CA/Angular"
Thank You
Decskill is committed to equality and non-discrimination with all our talents. We recruit and promote talent, based on diversity and inclusion, regardless of age, gender, ethnicity, race, nationality or any other form of discrimination incompatible with the dignity of the human being.