Nokia is a global leader in the technologies that connect people and things. With state-of-the-art software, hardware and services for any type of network, Nokia is uniquely positioned to help communication service providers, governments, and large enterprises deliver on the promise of 5G, the Cloud and the Internet of Things. Serving customers in over 100 countries, our research scientists and engineers continue to invent and accelerate new technologies that will increasingly transform the way people and things communicate and connect.
About Customer Operations
Our Customer Operations (CO) organization is the primary interface with communication service providers. The CO organization has a comprehensive global presence and is active in approximately 120 countries. Its organizational structure ensures that our customers benefit from dedicated management attention and from our teams’ deep understanding of local markets. This approach enables Nokia to maintain strong customer relationships. Customer Operations is also responsible for project delivery, ensuring strong alignment between our customer-facing sales and delivery teams in each account.
Job Expectations:
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Providing first level contact and convey resolutions to partner’s queries
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Managing emails, inbound and outbound calls in a timely manner
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Following helpdesk scripts and processes when handling different topics
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Identifying partners’ needs, clarify information, research every issue and providing solutions
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Properly escalating unresolved queries to the next level of support
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Tracking, routing and redirecting problems to correct resources
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Update partner data and produce activity reports
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Utilize excellent partner service skills and exceed partners’ expectations; Walking an extra mile to support the partner needs
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Walk partners through problem solving process; Follow up with partners, provide feedback and see problems through to resolution
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Ensure proper recording, documentation and closure
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Ensuring timely resolution and log maintenance
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Recommended procedure modifications or improvements
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Preserve and grow knowledge of help desk procedures, products and services
Requirements:
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Readiness to work in 24*7 environment
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Self-motivated to take accountability of defined tasks & deliverables, Deliver work with minimum supervision
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Strong phone and verbal communication etiquettes, skills along with active listening
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Proficiency in English is must. Conversant knowledge of other languages will be preferred.
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Proficiency in MS Excel with acumen of Analytics & reporting tools and software’s
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Familiarity with CRM systems and practices, Salesforce Preferred
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Familiarity in Sales Channel, Sales Process and Sales operations will be preferred.
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Former experience in tools & automation development will be added advantage
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Partner service orientation; Partner focus and adaptability to different personality types
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Advanced troubleshooting and Ability to multi-task, set priorities and manage time effectively
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Fast learner, Track record of over-achieving quota
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Team Player and Driving team members for excellence
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Bachelor’s degree in Information Technology/ Computer Science /Electronics and Telecommunications /Customer Management or equivalent
What does Nokia offer you?
- Competitive salary based on your experience
- Performance, Christmas and Easter bonuses
- E-learning platforms such as NokiaEDU, Harvard ManageMentor, LinkedIn Learning etc. at your disposal for technical training and personal development
- Various certifications
- Events and conferences on technical matters but also on well-being at work and other general-purpose subjects
- Flexible time and teleworking
- 24+ paid days-off
- Sports, Wellness and Culture reimbursement
- Bookster
- Public Transport/Private Parking allowance or bike/electrical scooter reimbursement
- Meal tickets + extra food allowance
- Private health and life insurance
- Kindergarden/after-school reimbursement
- One of the highest employee referral bonuses on the market so you can bring your friends too :)
Imagine creating technology that has the potential to change the world. Working with us, you will have a positive impact on people’s lives and help to overcome some of the world’s most pressing challenges. We act inclusively and respect the uniqueness of people. At Nokia, employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law. Nokia culture welcomes people as their true selves. Come create the technology to connect the world.
