FRENCH SPEAKING DISPATCH JOB IN LAGOS AT MACTAY GROUP

Welcome to the MacTay Group.

At the MacTay Group, we are driven by the belief that limitations are only a figment of the imagination and with commitment and the right team, anything is possible.

We understand that when you are not willing to change, then what you can achieve is incremental, but when you are willing to change things, you open up an entire world of possibilities.
This is why we constantly seek to innovate, evolve and all of our subsidiaries have been born from this belief.

Job Title: FRENCH SPEAKING DISPATCH
MacTay Group – Lagos, NG

Listing Info

MacTay Group is recruiting on behalf of one of our clients a telecommunications and Information Technology Solutions provider in Nigeria.

LOCATION: Lagos, Nigeria.

SALARY: Negotiable

REPORTING TO: Dispatch Centre Manager

Job Overview

    Responsible for work allocation to the Field Operations Field Engineers
    Handle in and outbound telephone calls in line with internal SLAs
    Manage work queues (Waiting Internal, Waiting External, Spares, Estates, Jeopardy)
    Effectively using internal and external IT systems and tools
    Ensuring internal/external SLAs are achieved or mitigated if applicable

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).
    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
    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.

Requirements

Technical Competencies (Essential and Desirable)

Full professional proficiency in French (Essential)

Full professional proficiency in English (Essential)

Excellent people skills (Essential)

Good customer service skills and telephone manor (Essential)

IT skills (Essential)

Geographical understanding (Essential)

Self-motivation (Desirable)

Manage workload efficiently (Desirable)

Experience using trouble ticketing systems (Desirable)

Good written and communication skills) (Desirable)

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

PLEASE NOTE: ALL NON -FRENCH SPEAKING APPLICATIONS WOULD BE DISCARDED.

How to Apply
Click here to apply online


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