Front Office Executive

Role & responsibilities

• Receive requests from customers or customer representatives for the Nokia portfolio of Care services and commercial warranty support

• Register support requests in the case handling systems

• Ensure the customer is contractually entitled to the support being requested

• Assign and routes requests efficiently to the proper service delivery workgroups

• Carrie out work according to specific instruction and set procedures

• Coordinate tickets that require multiple services with appropriate global support organisations, as needed

• Escalate if timely assignment is not possible within Service Level Agreement (SLA).

• Continuously stay updated on the latest processes and tools by following the regular training provided (e.g., classroom, on-the-job, independent study).

• When required, performing additional tasks assigned by a supervisor (reports, analysis etc)

• Reports to TL all vulnerabilities noticed in GWC Operation, Quality, Information Security, EH&S in real time

• Graduation from reputed institute

• Fluency in English and based on GWC location, fluency in another language might be required

• Experience on call center & Ticketing tools

• Literate in computer knowledge

• Available to work shifts in support of the 24x7 GWC operation

• Good team player

• Focus on customer satisfaction

• Flexibility

Preferred candidate profile