Complaint and CSAT Coordinator with Fluent French

We Believe in Better!
We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people’s lives through secure, reliable advanced technology is our vision.
At Unisys, we believe in better!  Here, you have the opportunity to learn new skills, apply your expertise, and solve complex problems with cutting edge technologies and solutions. You are part of a global diverse team that supports you, drives change, and delivers successful results consistently.
Our associates are at the forefront of everything we do, driving our clients’ successes while giving back to communities and making this world a safer and more secure place to live and work.  Our success is a direct result of the work of our people who live and breathe our Core Beliefs. Simply put, we believe in better lives.  Join us!
Learn more about Unisys and our key solution offerings: Unisys, Stealth™, CloudForte®, InteliServe™

• Monitor and track the satisfaction and dissatisfaction cases according to the priority/impact. Handle, investigate then follow-up about each case until its resolution confirmed by the client or the end-user(s).
• Provide engineer or agent feedbacks to the involved services and report to their management.
• Alert the management and the client about dissatisfaction caused by Changes, inappropriate procedures or major incidents.
• Facilitate the technical information between the clients, the end-user(s), support/deployment groups to improve the communication and caring attitude.
• Alert the client and groups about delayed resolutions to reduce the times to resolve.
• Prioritise the sensitive cases (Major incidents, escalations from the client, VIP related).
• Drive the satisfaction & complaint service in a close communication to obtain strategic information and exploit all possible resources in the best way. Be a privileged interlocutor/actor. Ensure a trustworthy service in all conditions.
• Identify the main interlocutors (executives/responsible/KM-PM-QM coworkers) and the strategic actors (groups/technicians) related to the account. Be aware of all possible changes into the organization charts.
• Provide quick, trustful and clear responses to the complainers and stakeholders. Resolving complaints quickly and efficiently with great attention to the details.
• Monitor the Service Desk activities through the SD chats : intervene into dissatisfying cases highlighted by the SD’s L1, L2, SD Leaders.
• Correct and improve the defects of soft skills showed by the Service Desk L1/L2 agents.
• Working with the appropriate staff to investigate allegations of misconduct by person or services.
• Meeting with managers, client, end-users to discuss about the complaints and offer solutions to any problems they may be experiencing with their service providers.
• Documenting all activities related to each complaint for easy reference in future conversations with the client and the account management.
• Collect all possible information regarding dissatisfaction cases, ways of improvement, areas of changes. Share the useful information with the account management by respecting confidentiality levels.
• Avoid increase of dissatisfaction in all possible matters. Check the current procedures in a client-focus approach. Look for solutions about complex cases without solution. Create knowledge gaps, improve the knowledge bases and procedures when possible.
• Ensure the best self-image in client videoconference meetings in all situations.

• Very good command of written and spoken French language is a requirement.
• An understanding of Service Desk activities is a must.
• Be client-focused, be active listener.
• Proactive attitude / Be force of proposal.
• Strong Problem-solving skills and investigation mind. Attention to the details.
• High sense of communication to different levels
• Be reputable and upright.

• Hybrid working is supported
• Monthly gross 35.000 HUF cafeteria - regardless of your weekly working hours
• Fixed extra language allowance
• Private Health Insurance - Premium Package provided for all Unisys associates after 6-months tenure 
• Home office allowance
• Last and foremost, a great team, also a lot of learning and training opportunities

Sector(s):

• IT Operation, Telecommunication
• IT Support, Helpdesk
• Business Supporting Centres
• Client Support, Administration
• Client Services, Customer Services
• Online Customer Service