Description
For our client, a major pharmaceutical company, we are looking for a
Senior Helpdesk Agent / Live Chat Agent (100%) (m/f)
Reference: -en
Start: asap
Duration: 5 MM
Place: in Basel region
Branch: Herstellung von pharmazeutischen Spezialitäten und sonstigen pharmazeutischen Erzeugnissen
Your tasks:
- 1st level support through live chat
- Performing proactive ticket monitoring, updating owned tickets with latest status
- Dispatching of incident and service request tickets according its content
- Receiving of incoming incidents and requests through chat, recording tickets and resolving them in an adequate time frame, ensuring expected customer satisfaction
- Maintaining communication links with end user, keeping them informed of status where first contact resolution is not possible
- Contributing knowledge to knowledge DB
- Acting as super user for live chat platform (setting up canned responses, provide training, share experiences)
Your qualifications
- Profound experience as professional chat agent
- Understanding of metrics behind chat (CSAT, NPS, ART)
- Outstanding customer service focus
- Appropriate usage of canned messages
- Excellent typing and multitasking ability
- Proficiency in German and English
- ITIL certification is a plus
- Experience in pharma preferred
Skills:
- Helpdesk/support
Keywords: Helpdesk Support