Jobs

French Speaking Dispatch Job in a a Telecommunications and Information Technology Solutions provider in Nigeria


MacTay Group is recruiting on behalf its clients, a Telecommunications and Information Technology Solutions provider in Nigeria to fill the position of:


Job Title: French Speaking Dispatch

Location:
Lagos
Reporting To: Dispatch Centre Manager

Job Overview

  • Responsible for work allocation to the Field Operations Field Engineers
  • Effectively using internal and external IT systems and tools
  • Ensuring internal/external SLAs are achieved or mitigated if applicable
  • Handle in and outbound telephone calls in line with internal SLAs
  • Manage work queues (Waiting Internal, Waiting External, Spares, Estates, Jeopardy)
Main Responsibilities
  • Responsible for work allocation to the Field Operations Field Engineers. Primarily manual ticket assignment or through optimised automation processes within a Work Force Management system (WFM).
  • Monitor email account for information which may highlight known site or network issues, confirmations of access, climbs or requests for assistance from other areas of the business.
  • Manage all incoming high priority and low priority faults that are executable, paying particular attention to high profile tickets such as big hitters, OOS and COOS
  • The ability to work as part of a team or off own initiate in a team driven environment.
  • Negotiation skills with varying stakeholders are key to the role of controller.
  • The ability to represent Ericsson in a professional manor and ensure escalations are kept to a minimum and handled promptly whilst seeking support from varying interfaces.
  • Management of non-executable tickets in relevant queues i.e. waiting internal, waiting external, spares, delayed access and climatology
  • Handle in and outbound telephone calls in line with internal SLAs.
  • Following professional telephone etiquette ensuring queries are handled effectively and efficiently
  • Real time Gantt management: ensuring Field Engineers accept, progress, monitor and update tickets.
  • Ensure that engineers have a consistent flow of tickets to manage
Requirements
  • Technical Competencies (Essential and Desirable)
  • Full professional proficiency in French (Essential)
  • Full professional proficiency in English (Essential)
  • Self-motivation (Desirable)
  • Manage workload efficiently (Desirable)
  • Experience using trouble ticketing systems (Desirable)
  • Good written and communication skills) (Desirable)
  • Excellent people skills (Essential)
  • Good customer service skills and telephone manor (Essential)
  • IT skills (Essential)
  • Geographical understanding (Essential)
Behavioral Competencies
Professionalism (Essential):
  • Customer First: anticipate customer and market requirements and adapt to their needs. Understand your customers, anticipate their needs and exceed their expectations
  • Execute swiftly, right first time
  • Accountability - be responsible for impact of your actions, deliver on your commitments
Respect (Essential):
  • Contribute to the creation of an environment in which team/ individuals are empowered to innovate, make decisions and take action
  • Use diversity as a strength, ensure equal opportunities and listen to the views of others whilst offering productive feedback.
Perseverance (Essential):
  • Passion to win, strive for high achievement
  • Courage - Has the confidence to challenge existing processes or procedures and suggest new ways of working that end up in improved delivery performance

How to Apply
Interested and qualified candidates should:
Click here to apply online

Note:
All non French speaking application would be discarded