Spanish Expert

Role & responsibilities

1. Goal

2. The goal of the GWC is to assist the customer with his request.

3. The GWC administrators have to ensure that the customer is provided with accurate and timely help.

4. GWC Administrators are to be the first point of contact for the customers.

5. Production

6. Receive requests from partners / end-users.

a. Requests are received via:

i. Phone

ii. Email

iii. FAX

iv. Web

v. Live chat

b. Requests are to be treated in:

i. English or

ii. French of

iii. German or

iv. Spanish

c. In certain cases, the requests in other language to be translated into English.

d. Requests are expected to come in 24 X 7, as ALU is a global organization.

5. Keep tracking regularly the CRM/ Email Client for requests created from the Internet or through email.

6. Treat these requests appropriately and provide a correct routing towards the right group that can help the customer.

7. Process the requests ad provide solution to the customer wherever applicable.

a. Password resets

b. License generation

c. License re-hosting etc.

8. To treat these requests the Administrators, have to refer to the Automatic Routing Tool or in the absence of the same to the MOPs provided.

The Administrators have to also make use of various Tools web based or PC based to be able to provide the required information / help to the customer.

3. Administration

4. The administrators have to handle effectively emails / FAXs, so that the same is not left untreated by the team.

5. The emails / Faxs have to be archived.

6. Any hard copies have to be archived as and when applicable.

7. Knowledge

8. The Administrators have to be well versed in the ALU business/organization/ process etc.

9. The Administrators have to have good understanding of the MOPs that are provided as a reference.

10. The Administrators should be able to use conventional PC tools as well as learn to use new Tools (web-based / PC-based) that are ALU specific.

11. Soft Skills

12. The Administrators have to be able to handle customers under different circumstances.

a. Satisfied customer

b. Unsatisfied / irate customer

c. Bad telephone lines / audio quality

d. Urgent requests

e. End Users / Technicians / ALU employees etc.

16. The Administrators have to ensure that their interaction with the customer is a pleasant experience for the customer.

17. The goal of the exercise is Customer Satisfaction.

18. All etiquettes have to have to be applied in all forms of communication in the respective language:

a. Replying to / composing emails to customers

b. Receiving / making calls to the customers

c. Receiving a customer on Live Help

19. Other duties assigned by supervisor.