Oferta pracy

Incident Resolution Management Agent / German Speaker

Diebold NixdorfAbout the company

  • Bydgoszcz

    Bydgoszcz, Kuyavia-Pomerania
  • Offer expired a month ago
  • Remote recruitment
  • Remote work
  • contract of employment
  • full-time
  • specialist (Mid / Regular)

Technologies we use

Expected

  • ITIL

  • MS Office

About the project

Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role.

Position Overview

The Incident Resolution Management Agent is responsible for the resolution of service requests and associated services issues for nominated customer/s in ‘real-time’. This includes proactively monitoring of open tickets to ensure achievement of contracted service levels. Post-processing of service requests by documenting individual services/agreements and verification of debriefing information.

Your responsibilities

  • Customer Relationship (external as well as internal).

  • Operational Deliverables and Contribution Processes and Improvements.

  • Knowledge Management Critical thinking and evaluation to manage open cases end to end with various stakeholders.

  • Extended strength in communication, teamwork, processes and customer orientation, especially friendly and kind behaviour on the phone.

  • Strong service orientation and a very good understanding of processes and their interdependencies.

Our requirements

  • Good understanding of the related customer processes and work environment.

  • Good knowledge of and experience in using the relevant tools and procedures.

  • Very good German language skills (written and verbal)

  • Experience in using MS Office products.

  • Basic ITIL skills.

  • Knowledge in Banking and Retail industry preferred

  • Willingness to work in shift models (Mon-Sat 8:30-20:30) based on customer requirements.

  • < 5 years of experience in a Service Customer Care environment.

  • Ideally professional education in service or process-oriented profession.

Diebold Nixdorf

Diebold Nixdorf is one of the world’s leaders in delivering payment technology and services for banks and trading companies. Diebold Nixdorf employs around 25 000 people in over 130 countries. Our installed devices amount to over 2 million ATMs and cash systems in 25 languages.

Diebold Nixdorf has been present in Poland since 1990 with head office in Warsaw as well as regional services in Krakow, Katowice, Wroclaw and Szczecin.

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