Service Desk Technician
2 weeks ago
**votre rôle**:
1. Prise en charge du bdc:
Nécessite dans certains cas un suivi auprès du commerce afin de garantir la qualité des données et la complétude des documents utiles à la mise en service. Les bdc sont remontés par le commerce (essentiellement marché DEF et un peu de DGC voire PROPME) via l’outil e-force ou une boite générique.
2. Conseiller et assister le réseau commercial:
- Gestion des GO négociation avec le Marketing (tarifs hors catalogue)
- Donner au commerce à la demande une vision du parc du client ( options/services détenus)
- Dans certains cas aider le commercial à mieux comprendre l’offre
3. Initialisation et Suivi du contrat avec la facturation:
- Création des comptes satin
- Création des commandes dans satin commande
- Saisie des tarifs négociés dans octave contrat.
4. Lors de contestation de la facture : Apporter des réponses au service réclamation de l’AECM + modifier dans les SI facturation
Fiabilisation des partenaires:
- Récupérer via e-force les sollicitations venant du commerce visant à fiabiliser le partenaire (bdc + lettre de cession).
- Dans le cadre d’impayés, résiliation à demande des services de recouvrement Orange.
- Accueillir, conseiller les clients:
En vie de solution, aider les clients à mieux choisir des options ou à les orienter fonction des besoins (vers le commerce par exemple).
- Assurer la relation commerciale avec les clients pour toute demande d’information facture sur les produits gérés par l’AECM (PRO PME niveau1 / DEF et DGC niveau 2)
**votre profil**:
Excellente communication (orale et écrite en langue française).
Bon sens de l’analyse.
Bonne gestion du temps et compétences organisationnelles.
Attitude positive et esprit d’équipe
Orientation résultats et compétences en résolution de problèmes.
Capacité à établir de bonnes relations avec ses collègues à distance.
**le plus de l'offre**:
Minimum de 5 ans d'experience professionnelle en contact center au niveau du service client ou en backoffice
**contrat**:
CDI
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