Back Office Agent

Provides constant feedback on CRM performance and provides any improvement idea to Team Leaders/ OPMx /Customers;
Dispatches emails based on existing tickets;
Reassigns tickets for follow-up in case of absences;
Creates and distributes workload report for each technician;
Dispatches and notifies technicians urgent topics;
Tracks and registers customer feedbacks;
Picks up and handles out of scope topics;
Responsible with addressing authorization requests and repair/replacement requests from customers for all EMEA region;
Responsible for processing of service requests for third party products (e.g. SMC, HP, Netapp);
Responsible for project information gathering and alignment with the corresponding team;
Responsible to ensure consistency and accuracy of daily operational workload;
Single point of contact for coordination / registration /communication of (service) requests for customers and EMEA CSOs for onsite/remote support or related to handling VIP customers or projects;
Responsible for internal ticket escalation to CSO management together with team lead when breaching follow-up time of pending tickets;
Reads, understands and applies the procedures from area of responsibility and other interdepartmental procedures, applicable within the company;
Fulfils any other tasks related to area of responsibility, as requested by direct superior.
University Diploma
High school Diploma
Language: English and/ or another language.
Knowledge in MS Office;
Working with ticketing system;
Organized person;
Responsible person;
Good communication skills;
Customer oriented;
Proactive;
Team spirit;
Flexibility;
Multitasking person

Employment type
Full-time

Work arrangement
No