Description
We are currently looking for someone with 1-3 years experience on a Service desk to work for a 3 month contract to cover maternity leave.
The candidate must be bilingual in English and Dutch and be available to start in January.
Our client is a large mulit-national company with offices throughout the world. They provide support services to large retail outlets in many European countries.
As the Vendor Management Representative you will be required to manage all incidents for our clients customer.
This will include incidents transferred to third parties:
Update incidents with the vendor ETA (estimated time of arrival);
Monitor all vendor incidents;
Contact customers when the SLA is not met in order to inform them about the new ETA;
Close all incidents executed by the vendor, enter solution and fix time into the incident;
Regular contact with all vendors discussing issues, unclear incident data etc;
Pro active escalation to both the vendor and management for all incidents that will possibly overdraw the SLA time.
Escalation to agents vendor contact,will be carried out either by email or phone. When this action is not successful, the agent will escalate to the incident manager;
Pro active contact with customers, in case of any lack in information about the actions to be executed by the vendor;
Check all incidents on a daily bases and amend all errors.
Telephone skill's must be in Dutch
Technical background is an plus
Good skill's with Windows applications