Front Office Agent

Job title: GWC Front Office Agent

I. REPORTING

Job Title: GWC Front Office Agent

Job Role name: Care Contact Associate

Organization/ Department / Team: MN S GSD SWSS GWC

Reporting line: GWC Delivery Team Manager

II. DESCRIPTION

Global Welcome Centers (GWCs) provides 24x7x365 availability for Care services: Software Support, Hardware Services, and Field Services. There are 4 regionally based GWC delivery teams​ in Canada, China, India and Poland.

The Global Welcome Center (GWC) provides a harmonized entry point for contracted NOKIA customers selecting Phone or Email channels to address their Software, Hardware, and Field service requests.

GWCs are committed to exceeding customer expectations by performing the following functions while maximizing cost efficiency:

• Register and entitle customer service requests
• Route customer service requests efficiently to the proper global support organizations
• Coordinate delivery activities with appropriate global support organizations, as needed
• Monitor compliance with customers Service Level Agreements (SLAs)

GWC Front Office Agent provides 24x7x365 access for customers and Nokia technical teams for requests (ie remote or onsite technical support, parts replacement, parts repair, managed services, service desk functions) and warranty support. Ensures customer expectations are met while maximizing cost efficiency.

III. RESPONSIBILITIES

• Receive requests from customers or customer representatives for the Nokia portfolio of Care services and commercial warranty support
• Register support requests in the case handling systems
• Ensure the customer is contractually entitled to the support being requested
• Assign and routes requests efficiently to the proper service delivery workgroups
• Carrie out work according to specific instruction and set procedures
• Coordinate tickets that require multiple services with appropriate global support organisations, as needed
• Escalate if timely assignment is not possible within Service Level Agreement (SLA).
• Continuously stay updated on the latest processes and tools by following the regular training provided (e.g., classroom, on-the-job, independent study).
• When required, performing additional tasks assigned by a supervisor (reports, analysis etc)
• Reports to TL all vulnerabilities noticed in GWC Operation, Quality, Information Security, EH&S in real time

IV. EXPERIENCE

• Graduation from reputed institute
• Fluency in English and based on GWC location, fluency in another language might be required
• Experience on call center & Ticketing tools
• Literate in computer knowledge
• Available to work shifts in support of the 24x7 GWC operation
• Good team player
• Focus on customer satisfaction
• Flexibility

Competencies

Competencies

Proficiency LevelCompetency

Qualification

Graduate

Collaboration Skills

2/5

Communication and Public Speaking

2/5

Linguistic Proficiency

3/5

Customer Focus

2/5

Trouble Resolution and Case Handling

2/5

Processes, Methodologies and Tools

2/5