Tech, Customer Svc

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• Mission principale :
  Assurer la réception le traitement et le suivi des appels clients relatifs aux demandes de dépannage (callback) en garantissant une réactivité optimale une coordination efficace avec les techniciens et une satisfaction client élevée.
  
  Responsabilités clés :
  1. Gestion des appels entrants:
  o Réceptionner les appels des clients pour signaler des pannes ou incidents.
  o Identifier et qualifier la demande (client appareil urgence type de panne localisation).
  2. Utilisation du système interne:
  o Enregistrer les appels et les demandes dans loutil dédié.
  3. Dispatching technique :
  o Affecter les interventions aux techniciens disponibles selon la zone la spécialité et lurgence.
  o Suivre en temps réel lévolution des interventions.
  4. Suivi post-intervention :
  o Recontacter les clients pour sassurer de la résolution du problème.
  o Mesurer la satisfaction client et remonter les feedbacks.
  5. Support administratif :
  o Gérer les relances en cas de non-intervention ou de retard.
  o Participer à la mise à jour des bases de données clients et historiques dintervention.
  6. Coordination interne :
  o Collaborer avec les équipes techniques le service commercial ...
  o Remonter les anomalies ou récurrences de pannes.
  Compétences requises :
  Techniques:
  Maîtrise des outils de gestion des appels.
  Connaissance des systèmes de dispatching et de planification.
  Bonne compréhension des produits et services liés aux ascenseurs.
  Comportementales:
  Excellente communication orale.
  Sens du service client et de lécoute active.
  Capacité à gérer le stress et les situations urgentes.
  Rigueur organisation et autonomie.
  Langues :
  Français courant (obligatoire).
  Anglais ou autre langue (souhaité selon la clientèle).
  
  Formation & Expérience :
  Bac 2 minimum
  Expérience de 2ans ou plus dans un call center ou service client technique souhaitée.

If you live in a city chances are we will give you a lift or play a role in keeping you moving every day.

Otis is the worlds leading elevator and escalator manufacturing installation and service company. We move 2.4 billion people every day and maintain approximately 2.4 million customer units worldwide the industrys largest Service portfolio.

You may recognize our products in some of the worlds most famous landmarks including the Eiffel Tower Empire State Building Burj Khalifa and the Petronas Twin Towers! We are 72000 people strong including engineers digital technology experts sales and functional specialists as well as factory and field technicians all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving high-performance company.

When you join Otis you become part of an innovative global industry leader with a resilient business model. Youll belong to a diverse trusted and caring community where your contributions and the skills and capabilities youll gain working alongside the best and brightest keep us connected and on the cutting edge.

We provide opportunities training and resources that build leadership and capabilities in Sales Field Engineering and Major Projects and our Employee Scholar Program is a notable point of pride through which Otis sponsors colleagues to pursue degrees or certification programs.

Today our focus more than ever is on people. As a global people-powered company we put people passengers customers and colleagues at the center of everything we do. We are guided by our values that we call our Three Absolutes prioritizing Safety Ethics Quality in all that we do. If you would like to learn more about environmental social and governance (ESG) at Otis click here.

Become a part of the Otis team and help us #Buildwhatsnext!

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