Job Description

Responsibilities

• Owns all Customer Care Case assignment (Tranzact, ASR, DISCO, Customer Care, Service Expert Queues)
• Reviews and assigned cases to appropriate team members
• Verify tickets/cases for correct routing and research and reroute incorrectly routed tickets
• Prioritize and assign daily work/tasks based on Quality of Service, remaining SLA times, priority tasking, and first-in, first-out
• Perform preliminary categorization of problems
• Escalate problems or tickets to higher level management when required and/or necessary
• Check tickets for incomplete items (missing asset #, location, etc.) or insufficient documentation
• Communicates with managers daily to ensure cases are assigned correctly
• Meet defined SLA guidelines
  

Qualifications

• Strong communication, both written and verbal
• At least 2-years experience in the Customer Service role
• Great active listening skills
• Bilingual In French essential, German would also be preferred
• Exceptional interpersonal and rapport building skills
• A patient and empathetic attitude
• Strong time management and organizational skills
• Comfortable working in fast-paced environments
• Troubleshooting skills
• Computer literacy
• Attention to detail with strong organizational capabilities.
• Ability to prioritize with good time management skills.
• Excellent communication skills, both verbal and written.
• Effective problem solving and interpersonal skills.
• Desire to understand processes, identify improvements, and implement change.
• Basic understanding of telecommunications products.

Rewards

• Competitive compensation including annual incentive plan

• Generous paid time off policy including, 25 days paid time off, one floating day and two volunteer days off per annum

• Hybrid working

• Health and life Insurance

• Meal vouchers

• Employee assistance programs including mental health, wellbeing and medical support

Zayo Europe provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.