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Support Customer Operations
Il y a 2 mois
Vous souhaitez rejoindre une jeune entreprise française (et singapourienne) à taille humaine et en forte croissance, tournée vers l’innovation et l’international ?
Vous êtes soucieux(se) des défis énergétiques et environnementaux de notre époque, et vous voulez contribuer concrètement à la sobriété énergétique et à la réduction des émissions de CO2 ?
Alors rejoignez-nous
Nous recrutons notre futur Support Client Opérations H/F. Vous rapportez au Responsable des Opérations et vous assurez la gestion des requêtes clients et du support technique de premier niveau.
En tant que Support Client Opérations, vous rapportez au Responsable des Opérations et vous assurez la gestion des requêtes clients et du support technique de premier niveau.
Missions et responsabilités de la fonction:
Garantir la satisfaction client et la gestion efficace des demandes
- Traiter l’ensemble des demandes clients (téléphone, mail, plateforme digitale BeeBryte…)
- Définir le type de demande et apporter une réponse en fonction : traitement du niveau 1, orientation interne pour les demandes de niveau 2
- Garantir un temps de réponse et une qualité de suivi efficace
Gérer les incidents sites
- Fournir un support technique de niveau 1
- Piloter leur résolution en collaboration avec des experts, si nécessaire.
- Assurer la communication externe et interne.
- Identifier si un incident relève d’un problème récurrent et élaborer des solutions à long terme.
Gérer le maintien en condition opérationnel des équipements pour les clients ayant souscrit à un contrat de service
- Suivre les différents contrats de maintenance et des garanties clients
- Planifier les interventions de maintenance en collaboration avec les différents sous-traitants et/ou experts techniques
- Gérer les interventions de dépannage et la facturation de ces dernières si nécessaire
- Suivre la finalisation des chantiers en coordination avec le service Project Management
Contribuer à la performance commerciale des portefeuilles client
Contribuer activement à l’amélioration continue des process et outils en collaborant avec les services produits, IT et optimisation.
Le poste est amené à évoluer sur une prise en charge des demandes de niveau 2 en fonction du profil et des compétences du/de la candidat(e).
Compétences et connaissances
- Bon relationnel
- Esprit d’analyse et de synthèse
- Des connaissances en Automatisme appliquées aux systèmes de régulation des bâtiments ou des industries sont un plus.
Votre profil
- Vous avez le sens du service et la satisfaction client est essentielle pour vous.
- Vous avez la capacité à comprendre les enjeux commerciaux
- Vous avez de bonnes capacités de synthèse, et un souci de la qualité (processus, documentation, code, portabilité, etc.).
- Vous êtes polyvalent(e), agile, curieux(se) et autonome.
- Vous êtes ambitieux(se) et avez un très bon niveau d’expression écrite et orale
- Vous aimez le travail d’équipe et avez d’excellentes qualités relationnelles.
- La maîtrise de l’anglais est essentielle pour ce poste.
