Process ControllerLocation: Łódź, Poland Apply Now!

Job Description/Purpose


Process Controller will be a member of the Service Desk Team responsible for reporting, service quality control, escalation management and  providing process and procedural support to Agents.

Responsibilities

  • Works  within  a  team  supporting Agents regarding procedural queries
  • Provides   internal   training   and   takes ownership around queries
  • Develops  an  understanding  of  the  customers’ environment and service delivery requirements
  • Follows  established  processes  and  recommends improvements to these as appropriate
  • Takes ownership for listening to and understanding the customer’s problem
  • Uses  relevant  information  to  diagnose  and to resolve or enable resolution in a timely manner
  • Escalates  issues  as  necessary  to  deliver  required SLA
  • Acts as an effective and helpful member of the team, demonstrating initiative
Skills required
  • Excellent verbal  and  written  language  skills  in English
  • Good knowledge of Excel
  • Excellent approach to business model and working under SLA requirements
  • Strong     customer     relationship     and     excellent problem solving
  • Excellent communication and team work
  • Drive and determination
  • Initiative to constantly improve provided service
  • Flexible approach and working well under pressure
  • Time management
  • Ability to prioritise tasks

We offer
  • An   interesting   job   in   one   of   the   largest   IT companies
  • Challenging work environment
  • Private medical care and other benefits




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