Focus RH

VIP Helpdesk Technician – Contact Centre Solutions Technician – English/French Speaker | Lisbon

REF: THELP_SUM/2022_PT

ABOUT JOHN PAUL

John Paul is the leader as a global loyalty group powered by premium Concierge services. We help our clients to generate proximity with every customer and employee.  
From designing the customer journey to creating bespoke affinity programs, we offer a unique 360-degree approach to elaborate premium relationship and membership strategies worldwide.
Expert in driving long-term customer engagement, John Paul reinvented one of the most beautiful jobs in the world, that of a grand hotel Concierge equipped with the latest tools from the digital revolution, creating the Enhanced Concierge.
With over 1,000 employees spread over the five continents, patented technological tools, and an exclusive partners network, we offer organizations the best service experience for their most valuable targets 24/7.

Your scope:

  • Management of different SaaS solutions for inbound & outbound conversational flows, hot and cold, to support our Concierge operations
  • Administration of telephony under MS Teams (licenses and numbers) and Numbers IP contacts (via OBS operator)
  • Management of the Mobile Telephony fleet (lines and smartphones)

Run:

  • Follow the run of contact center solutions on a daily basis, in order to ensure the availability of our Concierges 24 hours a day, 7 days a week
  • Deal with and/or escalate incidents with the ticketing tool for resolution, as well as internal communication with impacted colleagues
  • Interact with all external suppliers (vendors, manufacturers, operators) and ensure the adequacy of the quality of service with the contracts (monitoring of SLAs)
  • Provide operational on-call duty every other week outside working hours (evenings, night, weekend and public holidays)
  • Ensure the proper implementation of vendors’ releases and monitoring of obsolete versions

Project:

  • Define, in collaboration with the CRM Product team and the business teams, the new contact center solutions to implement and participate in flow development or migration projects (for instance voice, sms, chat and WhatsApp)
  • Propose and implement continuous improvement actions in agile mode to improve the performance of our operations: new functionalities, monitoring and reporting
  • Become the preferred point of contact internally and externally on omnichannel projects, and play the role of expert to participate in the next transitions and thus support the omnichannel transformation of John Paul
  • Be able to understand the operational need and their Use Cases in order to frame an omnichannel project, from the design phase to implementation
  • Participate in vendor benchmarks on specific perimeters (workforce management, asynchronous chat, WhatsApp push)

Profile:

  • The ideal candidate will have at least 3 years of experience dealing with contact center solutions
  • You are autonomous, dynamic and have excellent interpersonal skills
  • You are a good communicator and know how to adapt your speech according to your interlocutor (internal/external – technical or non-technical)
  • You have a good view height, as well as an ability to descend in operational and technical topics
  • You are an expert on contact center topics: configuration of numbers, call distribution strategy management, IVR management, concept of business continuity (PCA), automation of the transition from one channel to another other (voice to sms, chat to voice, …)
  • You are curious and aware of the latest trends and disruptions in the world of contact center solutions
  • You are pro-active, with a positive approach and with a long term vision
  • You have a good level of English to communicate with your colleagues and English-speaking suppliers
  • Speaking French is a plus

APPLY

This position is to be filled immediately in Porto Salvo - Lagoas Park (accessible from the Lisbon center by public transport)

Advantages: attractive 14-month remuneration, transport subsidy up to € 30, meal allowance, permanent contract, health insurance

Are you interested in this offer?

 Send your resume and cover letter to jobs.portugal(@)johnpaul.com

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