Back to search.SHL Group Plc - Customer Technical Support Specialist– French Speaking
| Employment Type: | Permanent |
| Location: | London, United Kingdom, Surrey |
| Salary: | £20k + 20% Bonus OTE + Benefits |
| Languages: | French |
Customer Technical Support Specialist– French Speaking
Location: Greater London / Surrey
Salary: £20k + 20% Bonus + Benefits
In this role, you will be a vital contact for calls received into our Global Customer Service Centre (GCSC), which is at the heart of SHL’s international, vibrant and friendly culture. Providing professional and confident technical support to SHL customers, you will be passionate about delivering high standards of customer service in a customer centric, dynamic and busy environment.
Shifts: 36.25 hours a week, 5 shifts, 7.25 hours between 07:30-18:00 Monday – Friday
Your main responsibilities will include:
• Responding to all incoming technical queries by telephone, e-mail, web, fax or post, aiming for first time resolution wherever possible.
• Gaining an understanding of SHL’s online platforms and be able to offer recommendations and solutions to frequently asked questions.
• Training and supporting clients in the use of SHL’s online platforms.
• Proactively and reliably ensuring any leads are forwarded to the relevant Account Manager or Client Support for follow up.
• Ensuring client complaints are dealt with professionally and logged in line with the SHL complaints escalation policies.
• Performing outbound courtesy calls to clients on a rota basis (no cold calling).
• Support the Technology Consulting team in the testing of products on the online platforms.
• Participating in regular coaching sessions and 1-2-1’s with the Help Desk Manager, and to attend regular training on all new platform updates and enhancements.
At SHL we place a great emphasis on our people and offer excellent long term career development opportunities. You will be enrolled in the GCSC training academy from day one - setting you up for success!
Key Requirements:
• Previous customer service experience, preferably 1st line technical support.
• Fluency in English and French/Dutch
• A strong commitment to consistently demonstrate a ‘Customer First’ attitude with an ability to show compassion and build rapport.
• Outstanding IT skills.
• Excellent verbal and written communication
• Analytical and solutions orientated with an intricate level of attention to detail.
• A high level of resilience, confident to respond to all types of technical queries.
• Being highly organised, hardworking and self motivated to ensure all goals are met.
• Strong team player and passionate about working with people.
• Knowledge of SHL products available to customers.
Competencies:
• Delivering results and meeting customer expectations
• Following instructions and procedures
• Ability to adapt and respond to change
• Adhering to principles and values
• Achieving personal goals and objectives
• Working with people
SHL is the global leader in talent management solutions. We provide customers with access to the broadest range of assessment solutions for roles at all levels and to support decisions from recruitment to succession planning, in more languages and countries than any other talent management provider.
SHL is the largest employer of business psychologists anywhere in the world outside the public sector, delivers more than 25 million assessments annually in over 150 countries and over 30 languages. These capabilities alongside a world-class consulting practice and a 24 hour customer support centre means that we are able to offer clients both global expertise and local insight, alongside access to over 1,000 assessments through an easy-to-use technology platform.
SHL works with thousands of the world’s best known organization, including over 50% of the Fortune Global 500, 80% of FTSE 100 and half of the Australian Stock Exchange (ASX).
Location: Greater London / Surrey
Salary: £20k + 20% Bonus + Benefits
In this role, you will be a vital contact for calls received into our Global Customer Service Centre (GCSC), which is at the heart of SHL’s international, vibrant and friendly culture. Providing professional and confident technical support to SHL customers, you will be passionate about delivering high standards of customer service in a customer centric, dynamic and busy environment.
Shifts: 36.25 hours a week, 5 shifts, 7.25 hours between 07:30-18:00 Monday – Friday
Your main responsibilities will include:
• Responding to all incoming technical queries by telephone, e-mail, web, fax or post, aiming for first time resolution wherever possible.
• Gaining an understanding of SHL’s online platforms and be able to offer recommendations and solutions to frequently asked questions.
• Training and supporting clients in the use of SHL’s online platforms.
• Proactively and reliably ensuring any leads are forwarded to the relevant Account Manager or Client Support for follow up.
• Ensuring client complaints are dealt with professionally and logged in line with the SHL complaints escalation policies.
• Performing outbound courtesy calls to clients on a rota basis (no cold calling).
• Support the Technology Consulting team in the testing of products on the online platforms.
• Participating in regular coaching sessions and 1-2-1’s with the Help Desk Manager, and to attend regular training on all new platform updates and enhancements.
At SHL we place a great emphasis on our people and offer excellent long term career development opportunities. You will be enrolled in the GCSC training academy from day one - setting you up for success!
Key Requirements:
• Previous customer service experience, preferably 1st line technical support.
• Fluency in English and French/Dutch
• A strong commitment to consistently demonstrate a ‘Customer First’ attitude with an ability to show compassion and build rapport.
• Outstanding IT skills.
• Excellent verbal and written communication
• Analytical and solutions orientated with an intricate level of attention to detail.
• A high level of resilience, confident to respond to all types of technical queries.
• Being highly organised, hardworking and self motivated to ensure all goals are met.
• Strong team player and passionate about working with people.
• Knowledge of SHL products available to customers.
Competencies:
• Delivering results and meeting customer expectations
• Following instructions and procedures
• Ability to adapt and respond to change
• Adhering to principles and values
• Achieving personal goals and objectives
• Working with people
SHL is the global leader in talent management solutions. We provide customers with access to the broadest range of assessment solutions for roles at all levels and to support decisions from recruitment to succession planning, in more languages and countries than any other talent management provider.
SHL is the largest employer of business psychologists anywhere in the world outside the public sector, delivers more than 25 million assessments annually in over 150 countries and over 30 languages. These capabilities alongside a world-class consulting practice and a 24 hour customer support centre means that we are able to offer clients both global expertise and local insight, alongside access to over 1,000 assessments through an easy-to-use technology platform.
SHL works with thousands of the world’s best known organization, including over 50% of the Fortune Global 500, 80% of FTSE 100 and half of the Australian Stock Exchange (ASX).
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