Global Customer Support Consultant

Company Description

Inmarsat has been at the forefront of global mobile satellite communications for over forty years and is the market leading provider of voice and high-speed data communications for users on land, at sea and in the air through its constellation of 14 geostationary satellites.  Inmarsat is a privately owned company with a profitable track record and significant growth aspirations. This is represented by more than 55 nationalities in the workforce, reflecting the global and dynamic nature of the business. With an investment of over $3 billion in its latest network infrastructure, Inmarsat is at the forefront of global mobile communications innovation.

Chief Operations Office

Inmarsat’s Chief Operations Office (COO) plays a vital role managing the services that keep our business running and delivering to our customers. COO consists of 9 functions from Satellite Operations to Customer Service and Service Delivery, Network Operations and Service Assurance to Group IT, One IT, Cyber Security and the Digital office.

Job Description

Primary role purpose:

As a Customer Support Consultant, you’re the provider of great customer experience.  You will build rapport by interacting with customers via email and telephone, providing solutions that not only meet expectations but shatter them.

Our customers can be anything from our end users to distribution partners, i.e., it could be a fisherman on a boat in the Atlantic, or a ship approached by pirates outside Somalia. No 2 days are the same and that is what makes the job so unique and interesting.

Key Responsibilities:

• Logging, updating and creating tasks as required.
• Handling incoming calls and logging, updating and creating tasks for customer queries and cases as required using corporate CRM systems in accordance with our agreed SLA’s.
• Handling customer complaints in accordance with the GCO complaints procedure, updating internal systems.
• Close liaison with internal and external customers to provide regular updates on customer queries.
• Research customer issues, referring to a local directory of information to handle customer queries.
• Responsible for provisioning, activating and de-activating terminals, managing suspensions and sim activations across all systems.
• Troubleshooting of network, hardware and application issues, updating systems and customers as required.
• Managing assigned cases in line with customer expectations and departmental SLAs and KPIs.
• Close liaison with customers, providing updates and or approprite action to resolve queries.
• Identifying and escalation to management situations requiring urgent attention.
• Staying current with system and product information, changes and updates
• Working with applications and Certified Applications Providers, you are aware of the risks that cyber activity can cause through corporate policy and procedures.
• Logging and keeping records of customer issues and solutions to enable Business Improvement initiatives.
• Communicating customer feedback to the Global Operations Management team in order to develop processes for better serving customers.
• Being a key stakeholder for any improvement projects during product launches.

Qualifications

• Professional telephone manner.
• Telecommunications background.
• To be able to communicate effectively at all levels with a good grasp of the English written language.
• Ability to multitask under pressure and handle multiple tasks at once.
• To be able to prioritize tasks successfully.
• To be able to conduct initial troubleshooting and diagnostics on all enquiries.
• Able to operate within a multilingual customer base.
• Ability to assimilate information and respond accordingly.
• PC literate.

Additional Information

Our values define Inmarsat’s culture and represent what we believe in. Inmarsat employees aspire to certain behaviors which support our corporate values, they create a stronger working environment and lie at the heart of our continued success as an organization.

• Customer - Providing a unique value to our customers
• Accountability – taking ownership, getting results and keeping our promises
• Respect – collaborating, embracing diversity and valuing differences
• Excellence – creating bold solutions for our customers and putting quality at the heard of everything we do