Chargée de clientèle IT - Customer Service positions - CASABLANCA

Entreprise :

Présent depuis 1997 au Maroc, Manpower Group est un acteur international incontournable de l’emploi et de l’insertion sociale dans le monde. Au sein du Royaume Chérifien, nous couvrons l’ensemble du territoire, de Tanger à Laayoune.

Nos équipes sont formées pour appuyer les entreprises dans la promotion de l’excellence en matière de gestion du capital humain : Intérim, CDD/CDI, Solutions & Ingénierie RH, Développement du capital humain…    

Pour nos salariés intérimaires, nous proposons une expérience unique, notamment avec la déclaration de 100% des heures travaillées, la mise en place d’une mutuelle pour tous et un accompagnement personnalisé pour les démarches administratives (bancarisation, CNSS…).   

Pour nos candidats, nous offrons, conformément aux standards mondiaux de Manpower Group, un processus de sélection, d’évaluation et d’accompagnement à la réussite dans leur nouvelle mission.

Poste :

Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and SLAs.

• To ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations
• When required, act as the customer SPOC and co-ordinate the scheduling of intervention with Customer's, internal resolver groups, and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA.
• Ensure shortest possible restoral times possible, initiating the timely escalations to specialized Resolver groups inside and outside , according to the customer contracts and SLAs and monitoring requirements.
• To proactively detect events related to Service Operations services, conduct diagnostics, provide service request ownership to ensure resolution of customer faults.
• Reporting and escalating all observed incidents to proper operational escalation points
• When/where required, perform assigned tasks on 24 x 7 shifts basis
• Provide a professional support and assistance to customers to understand their issues and open incidents for resolution by the support organization with all the relevant and required information.
• Attempt resolution of incidents at level 1 whenever possible and diagnose possible incident cause for referring incidents to the right resolver group.
• Monitor incident resolution progress and chase up resolver groups for updates and resolution as per the defined product or customer SLA.
• Work closely with all resolver groups, including third party vendors, to ensure timely resolution of all incidents
 

Profil recherché :

ITIL Foundation Certificate desirable
Customer Service positions with some customer engagement experience in a help desk or call centre environment and/or travel industry is preferred.
 

Adresse :

Traits de personnalité souhaités :

Extraversion Distance émotionnelle Ambition Flexibilité Besoin de réflexion Besoin d'autonomie Implication au travail