FAE Assistant

Introduction:

With over 30 years of experience manufacturing high-quality computer hardware, MSI has become an essential leader in the gaming market. Known for the quality of its motherboards and graphics cards, MSI has expanded its range of products. We are also present in the laptop, monitors and All-in-One market as well as accessories. We are present in more than 120 countries.

Our after-sales and customer service departments are evolving at high speed to support the development of our market share. Our human-sized organization aims for fulfillment and fun. Definitely turned towards the future, our service must reinvent itself every day in its duties and its processes. It is in this sense that we are looking for an after-sales service assistant (customer service and technical support).

Profile:

Responsive and autonomous, the after-sales service assistant is able to respond and satisfy a customer complaint quickly. They are also meticulous, focused and demonstrates smart behavior in his interactions. Patient and attentive, he/she handles customer feedback and dissatisfaction with diplomacy.

You will be responsible for the satisfaction of our internal and external customers.

To join MSI France you will need to have a good spirit of analysis and synthesis as well as team spirit. The skills that will facilitate your integration and your onboarding will be:

• Have solid knowledge of IT, systems and components
• Have a sense of observation and organization
• Show an appetite for customer relations
• English speaking
• Good writing level
• Impeccable spelling
• Previous experience in after-sales repair service will be a significant plus.

Mission:

Your main functions and responsibilities. We are looking for a profile with 2 dual duties whose main missions will be as follows:

Technical:

• Reply to technical after-sales tickets and follow-up on dispute cases.
• ASP repair cases tracking and RMA managements.
• Product testing (samples and media feedback)
• With the support of colleague and the IT team based in NL, take charge of IT support for the France office.

Customer Service:

• RMA, multi-repairs and CN tracking, check customer's warranty conditions.
• Carrier management (contract, disputes and billing analysis)
• Receive incoming calls from customers (retailers, distributors) and respond to their requests, contact window of technical complaints
• Fraud cases management
• communicate with other internal services and propose areas for improvement.
• Be the interface between the call-center team and repair centers.

The position is scalable towards e-shop support and project management from A to Z.

Our French headquarters is based in Seine et Marne north in Jossigny. 10 minutes’ walk from the RER A – Val d’Europe.

Does this challenge speak to you? Our team is ready to welcome you so if you recognize yourself in this description, we are already waiting for you