Complaint and CSAT Coordinator with Fluent French

What success looks like in this role:

Role Purpose:

The Complaint manager as business analyst is responsible for handling complaints & escalations from the clients, or other stakeholders. The responsible for complaints may also be tasked with analysing data related to complaints to identify trends or areas of improvement. The objective is to monitor the satisfaction & dissatisfaction cases, supervise a resolution in an efficient and timely manner, improve the offered services, be a driving force in customer satisfaction and client experience and be proactive about strategies or initiatives to enhance the caring attitude with the client and end-users.

Key Responsibilities/Outcomes:

• Monitor and track the satisfaction and dissatisfaction cases according to the priority/impact. Handle, investigate then follow-up about each case until its resolution confirmed by the client or the end-user(s).
• Provide engineer or agent feedbacks to the involved services and report to their management.
• Alert the management and the client about dissatisfaction caused by Changes, inappropriate procedures or major incidents.
• Facilitate the technical information between the clients, the end-user(s), support/deployment groups to improve the communication and caring attitude.
• Alert the client and groups about delayed resolutions to reduce the times to resolve.
• Prioritise the sensitive cases (Major incidents, escalations from the client, VIP related).
• Drive the satisfaction & complaint service in a close communication to obtain strategic information and exploit all possible resources in the best way. Be a privileged interlocutor/actor. Ensure a trustworthy service in all conditions.
• Identify the main interlocutors (executives/responsible/KM-PM-QM coworkers) and the strategic actors (groups/technicians) related to the account. Be aware of all possible changes into the organization charts.
• Provide quick, trustful and clear responses to the complainers and stakeholders. Resolving complaints quickly and efficiently with great attention to the details.
• Monitor the Service Desk activities through the SD chats : intervene into dissatisfying cases highlighted by the SD's L1, L2, SD Leaders.
• Correct and improve the defects of soft skills showed by the Service Desk L1/L2 agents.
• Working with the appropriate staff to investigate allegations of misconduct by person or services.
• Meeting with managers, client, end-users to discuss about the complaints and offer solutions to any problems they may be experiencing with their service providers.
• Documenting all activities related to each complaint for easy reference in future conversations with the client and the account management.
• Collect all possible information regarding dissatisfaction cases, ways of improvement, areas of changes. Share the useful information with the account management by respecting confidentiality levels.
• Avoid increase of dissatisfaction in all possible matters. Check the current procedures in a client-focus approach. Look for solutions about complex cases without solution. Create knowledge gaps, improve the knowledge bases and procedures when possible.
• Ensure the best self-image in client videoconference meetings in all situations.

You will be successful in this role if you have:

Key Qualifications and Skills:

• Very good command of written and spoken French language is a requirement.
• An understanding of Service Desk activities is a must.
• Be client-focused, be active listener.
• Proactive attitude / Be force of proposal.
• Strong Problem-solving skills and investigation mind. Attention to the details.
• High sense of communication to different levels
• Be reputable and upright.

What do we offer?

• Hybrid working is supported
• Monthly gross 35.000 HUF cafeteria - regardless of your weekly working hours
• Fixed extra language allowance
• Private Health Insurance - Premium Package provided for all Unisys associates after 6-months tenure
• Home office allowance
• Last and foremost, a great team, also a lot of learning and training opportunities

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