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Every year, we help hundreds of thousands of people find rewarding jobs in the ever-changing world of work. We understand the importance of a job in peoples lifes and we want to help them find work that feels good. And we’ll help them continue to grow as their needs and ambitions change. At Randstad, our value comes from our people and that is why we put them first. We are proud of our learning culture and career architecture framework that encourages ours team to develop both personally and professionally. We believe that talent grows when presented with opportunity and this is why we encourage our people to think beyond their role. We have created a culture that enables talent to flourish, encouraging entrepreneurship, fostering team spirit, and continually building mutual trust.
Job Responsibility
Document all activity and communication in Ivanti, Randstad Front office systems (service desktop) 20%
Liaising with internal and external stakeholders to learn and expand the knowledge 5%
Participate and prepare for 1 on 1s with your leader, huddle meetings and quality audits 10%
Handle, redirect, or escalate inbound talent communication via phone call, chat, and emails 65%
Manage large amounts of inbound in a timely manner
Follow communication 'scripts' when handling different topics
Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
Identify and escalate issues to the Supervisor or to the appropriate team
Follow up Talent calls where necessary
Recognize, document and apprise the management team about the trends in customer calls
Document all call information according to the Standard Operating Procedure in a comprehensible way
Frequently attend educational seminars to improve knowledge and performance level
Meet personal/team qualitative and quantitative targets
Requirements
Bachelor’s Degree
Experience in a customer support role/call center environment
Ability to continually review the process for improvement
Strong organizational skills
Excellent typing skills
Knowledge of customer service practices and principles
Strong phone and verbal communication skills along with active listening
Familiarity with CRM systems and practices
Time Management
Customer focus and adaptability to different personality types
Ability to multi-task, set priorities and manage time effectively