Contact Centre Manager
Gcs Recruitment
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Résumé du poste
NTT DATA is seeking a dedicated Customer Service Specialist to join their fully remote team. You will handle inquiries via email, chat, and phone, ensuring timely, accurate responses and high customer satisfaction.
This remote‑first role emphasizes self‑motivation, clear communication, and collaboration with internal teams to improve processes. You will maintain CRM records, identify customer needs, and contribute to knowledge bases while meeting performance targets in a dynamic, supportive
Qualifications
- Proven experience in a customer service or support role.
- Excellent verbal and written communication skills in English.
- Strong problem‑solving abilities and a customer‑centric mindset.
- Proficiency with CRM software and help desk ticketing systems.
- Ability to work independently and manage time effectively in a remote setting.
- A dedicated home office setup with a reliable high‑speed internet connection.
- High school diploma or equivalent; college degree preferred.
- Must be authorized to work remotely from a location that permits.
Responsabilités
- Handle customer inquiries via email, chat, and phone with professionalism and efficiency.
- Provide detailed information about products and services, guiding customers to the best solutions.
- Troubleshoot and resolve customer issues, escalating when necessary to appropriate teams.
- Maintain accurate records of customer interactions and transactions in the CRM system.
- Identify customer needs and suggest relevant product or service upgrades.
- Collaborate with internal teams to improve customer service processes and policies.
- Contribute to the development of knowledge base articles and FAQs for customer self-service.
- Achieve and exceed individual and team performance metrics related to customer satisfaction and response times.
Connaissances
Formation
Outils
Description du poste
Our client is seeking a dedicated Customer Service Specialist to join their fully remote team. This role is designed for individuals who excel at providing exceptional support and building strong customer relationships, all from the comfort of their own home. As a remote-first company, we provide the tools and environment necessary for you to succeed without being tied to a physical office location. You will be a vital part of ensuring our clients receive timely and effective assistance, contributing directly to customer satisfaction and loyalty. If you are self-motivated, possess outstanding communication skills, and are passionate about customer success, we encourage you to apply. This is a fantastic opportunity to grow your career in a supportive and forward-thinking organization, impacting customers across various regions.
Our client is seeking a dedicated Customer Service Specialist to join their fully remote team. This role is designed for individuals who excel at providing exceptional support and building strong customer relationships, all from the comfort of their own home. As a remote-first company, we provide the tools and environment necessary for you to succeed without being tied to a physical office location. You will be a vital part of ensuring our clients receive timely and effective assistance, contributing directly to customer satisfaction and loyalty. If you are self-motivated, possess outstanding communication skills, and are passionate about customer success, we encourage you to apply. This is a fantastic opportunity to grow your career in a supportive and forward-thinking organization, impacting customers across various regions.
- Handle customer inquiries via email, chat, and phone with professionalism and efficiency.
- Provide detailed information about our products and services, guiding customers to the best solutions.
- Troubleshoot and resolve customer issues, escalating when necessary to appropriate teams.
- Maintain accurate records of customer interactions and transactions in the CRM system.
- Identify customer needs and suggest relevant product or service upgrades.
- Collaborate with internal teams to improve customer service processes and policies.
- Contribute to the development of knowledge base articles and FAQs for customer self-service.
- Achieve and exceed individual and team performance metrics related to customer satisfaction and response times.
- Proven experience in a customer service or support role.
- Excellent verbal and written communication skills in English.
- Strong problem-solving abilities and a customer-centric mindset.
- Proficiency with CRM software and help desk ticketing systems.
- Ability to work independently and manage time effectively in a remote setting.
- A dedicated home office setup with a reliable high-speed internet connection.
- High school diploma or equivalent; college degree preferred.
- Must be authorized to work in the specified region or comfortable working remotely from a location that permits.
- Proactive attitude and willingness to learn new tools and processes.
We offer a competitive salary, comprehensive benefits package, and the significant advantage of a fully remote work arrangement. Enjoy the flexibility and autonomy that comes with a remote-first position. Our client is committed to employee growth, providing ongoing training and development opportunities. Join a team that values collaboration, innovation, and exceptional customer service. This role offers a unique chance to advance your career in customer support while maintaining a healthy work-life balance, supported by a company that truly embraces remote work.
Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.
The Networking Remote Field Service Engineer (L1) is an entry level engineering role, responsible for operating in region and provides a professional remote technical support service to clients by identifying and resolving technical incidents and problems.
- Maintains the support process and ensures that requests for support are handled according to the procedures.
- Uses service assurance software and tools to investigate and diagnose problems, collects performance statistics and creates reports, working with users, other staff and suppliers as appropriate.
- Identifies and resolves problems following agreed procedures.
- Carries out agreed maintenance tasks.
- Ensures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when required.
- Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
- Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
- Prioritizes and diagnoses incidents according to agreed procedures.
- Investigates causes of incidents and seeks resolution.
- Escalates unresolved incidents and follows up until incident is resolved.
- Provides service recovery, following resolution of incidents.
- Documents and closes resolved incidents according to agreed procedures.
- Maintains secure, accurate, complete, and current configuration on configuration items (CIs).
- Applies tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorized change, diversion, and inappropriate use.
- Remotely investigates and identifies root cause of incidents and assist with the implementation of agreed remedies and preventative measures.
- Maintains knowledge of specific specialisms, provides detailed advice regarding their application.
- Ensures efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team members.
- Provides continuous feedback to clients and affected parties and update all systems, portals and ticketing tools as prescribed by standard operating procedures.
- Identifies problems and errors prior to or when they occur.
- Logs all such incidents in a timely manner with the required level of detail with all the necessary.
- Cooperates with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution.
- Ability to communicate and work across different cultures and social groups.
- Ability to plan activities and projects well in advance and takes into account possible changing circumstances.
- Ability to maintain a positive outlook at work.
- Ability to work well in a pressurized environment.
- Ability to work hard and put in longer hours when it is necessary.
- Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
- Ability to adapt to changing circumstances.
- Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.
- Entry level knowledge of vendor technologies, such as (but not limited to) Cisco, Juniper, Aruba, RiverBed etc.
- Entry level knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain.
- Bachelor's degree or equivalent in Information Technology or Computing or related field.
- Associate level certification in different Networking technologies such as (but not limited to) Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA etc.
- Entry level experience in Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layers.
- Entry level experience in technical support to clients.
- Entry level experience in diagnosis and troubleshooting.
- Entry level experience providing remote support in Networking technologies.
- Entry level experience in relevant technology.
Remote Working
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us.
Bring more to life.
At Danaher, our work saves lives. And each of us plays a part. Fueled by our culture of continuous improvement, we turn ideas into impact - innovating at the speed of life.
Our 60,000+ associates work across the globe at more than 15 unique businesses within life sciences, diagnostics, and biotechnology.
Are you ready to accelerate your potential and make a real difference? At Danaher, you can build an incredible career at a leading science and technology company, where we're committed to hiring and developing from within. You'll thrive in a culture of belonging where you and your unique viewpoint matter.
Learn about the Danaher Business System ( which makes everything possible.
- The Manager, EMEA Payroll is responsible for leading and managing payroll operations across MEDNA region, ensuring accurate, compliant, timely, and well‑controlled payroll delivery.
- The EMEA Payroll Manager is accountable for regional payroll performance, risk management, team leadership, and continuous improvement, while partnering closely with HR, Finance, and external vendors.
- This role provides strategic direction and operational governance for payroll and leads a multi‑level payroll team to deliver consistent, high‑quality outcomes.
- This position reports to Director of EMEA Payroll and is part of the Corporate organization.
- Candidates that currently sit on-site or remotely will maintain their current location.
- In this role, you will have the opportunity to: Manage end‑to‑end payroll cycles, ensuring timely and accurate processing.
- Approve all payroll‑related payments in their jurisdiction, as applicable.
- Conduct audits to verify accuracy of payroll amounts and processes.
- Prepare external and internal audit documentation for regional payroll.
- Ensure accuracy in all operations, compliance with country and region labor laws, and tax requirements. Ensure all payroll related payments are made as expected.
- Lead and manage payroll team performance, capacity planning, and development.
- Oversee PTO scheduling and hiring decisions to maintain operational efficiency.
- Collect and analyze data for payroll KPIs, including error rates, processing time, and feedback from internal stakeholders.
- Maintain and update payroll process documentation, including software development workflows.
- Support system enhancements and troubleshooting in collaboration with HRIS and IT teams.
- Monitor ServiceNow (DHR Assist) tickets, email inquiries, and benefits‑related feedback to identify trends and areas for improvement.
- Coordinate with HR and Finance teams to provide payroll‑related reports and insights.
- Determine appropriate data sharing with internal stakeholders.
- Bachelor's Degree in Accounting, Finance, Business Administration, Human Resources or a minimum of 7‑9 years' related payroll experience.
- At least 3‑5 years experience in processing and managing complex EMEA payrolls with a focus on regulations, including tax, compliance, and labor laws.
- Proven leadership experience and team management skills.
- Capability at leading others through change and implementing new processes or standards with effective performance management.
- CPP certification.
- Strategic thinking in resolving payroll issues with consideration for timing and tax implications.
- Proven experience in vendor relationship management.
- Proficiency in payroll systems and reporting tools.
- Fluency in English and additional European languages.
- Ability to work cross‑functionally and communicate effectively with stakeholders.
- Experience in managing payroll and time system implementations, M&A.
Danaher offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it's a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at Danaher Benefits Info.
We are committed to a fair and transparent selection process across Danaher. The use of a single posting location reflects system and process requirements only and does not indicate any preference or limitation on candidate location.
At Danaher, we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team.
Bring more to life.
At Beckman Coulter Diagnostics, one of Danaher's operating companies, we turn ideas into impact - innovating at the speed of life. Our diagnostic solutions are used in routine and complex clinical testing, and are used in hospitals, reference and research laboratories, and physician offices around the world.
- Conduct service, repair and/or installation of our products, including IT solutions at customer sites, electrical and mechanical testing in accordance with maintenance contracts.
- Make diagnoses of the system failures and determine most effective solution.
- Escalate complex issues to higher level of technical support or quality reporting system.
- Develop new customer service/product agreements.
- Respond to customer support calls within an assigned territory.
- Bachelor's degree in Engineering (Bioengineering, Electronic, Electrical, Mechanical) with multiple years of technical experience in service maintenance within Medical Devices/Diagnostics or another highly regulated industry.
- Fluent in English and Spanish.
- Ability to travel more than 50% within Spain, including overnight stays.
- Must have a valid driver's license with an acceptable driving record.
Beckman Coulter Diagnostics offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it's a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at Danaher Benefits Info.
We offer a comprehensive package of benefits including paid time off, medical/dental/insurance.
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