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Language Service Administrator

Employer
Colt Technology Services
Location
Lisbon, PT
Salary
Competitive
Closing date
5 Oct 2024
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Job Details

Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.

Short Description

Job Title: GCA Global Language Services
Job ID: 34847
Job Location: Lisbon, Portugal - hybrid set up
Function: Chief Operating Officer (COO)

Job Summary

As a Language Services Administrator you'll directly engage with customers and partners to provide seamless service while fostering strong customer relationships. This role focuses on managing customer incidents, supporting account managers, and ensuring timely issue resolution by collaborating with internal teams, vendors, and licensed operators. Key tasks include maintaining accurate incident data, driving customer relationship improvements, and ensuring proactive, efficient communication to enhance customer experience and satisfaction.

Job Description

What you will do:
  • Seamlessly managing the end-to-end process for the resolution and communication of customer support tickets in Italian and English.
  • Handling customer calls and managing incidents and requests within specified SLA's (24/7 operations).
  • Proactively working on customer experience to improve NES.
  • Responding to Customer/OLO's emails and telephone calls in a Foreign Language, following set processes and documenting incident details in required templates.
  • Providing regular communication with customers and vendors on the progress of customer tickets.
  • Proactively following up on negative triggers to improve NES.
  • Allocating unresolved Incidents to appropriate support groups, managing customer escalations.

What we're looking for:
  • Excellent communication skills (reading/writing/speaking) in Italian and English
  • Solid experience in managing customer relationships
  • Ability to multi-task and prioritise workload
  • Ability to adapt to continuously changing procedures and environment
  • Team player with strong interpersonal skills
  • Working knowledge of Intranet and Internet applications beneficial
  • Good knowledge of MS Office products (Excel, Word, Outlook)
  • A flexible and proactive approach

Skills

Help Desk Problem Solving

Workflow Management

Help Desk Best Practices

Service Level Management

Foreign Languages

Education

A bachelor's or master's degree in Business, IT, Computer Science, Telecommunications or a relevant field

What we offer:

Colt is a growing business that is investing in its people. We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location.

In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt recognises the importance of a work life balance.

Some benefit examples are:
  • Flexible working and relaxed dress code
  • Two days annually to spend on volunteering opportunities
  • Access to a virtual business school for on-going learning
  • Business mentoring
We strongly encourage candidates of all different backgrounds and identities to apply. We are committed to making Colt an inclusive and supportive workplace

Job Segment: Help Desk, Information Technology, Computer Science, Data Center, Telecommunications, Technology

Company

About Colt

We always go above and beyond so our customers can succeed and to do this we need talented people from all walks of life. We don’t see Inclusion & Diversity as a set of boxes to be ticked but something that helps our people to thrive and be the best that they can be. We work continually to create an inclusive culture where people can feel a sense of belonging, are able to contribute and work together to achieve our strategy.

Inclusion and Diversity at Colt

Colt’s commitment to inclusion and diversity is embodied in its employee networks, designed to support employees, connect Colt with the outside community, and create meaningful change.

Disability Accessibility Network Logo [square]

Dan is an employee network at Colt and was established with the aim to raise awareness of visible and invisible disabilities and health conditions embrace people’s differences and champion inclusion across Colt.

Colt Technology Services YOUnited logo

YOUnited exists to promote cross cultural understanding and an environment where anyone can flourish regardless of their race, ethnicity, faith or cultural background.

Colt Technology Services - Women at Colt

Colt’s women’s network exists to promote diversity and gender balance at Colt and engage with all employees to enable Colt’s women to thrive.

Colt Technology Services - Pride-Matters-2

Colt’s LGBT+ and Allies network aims to create a safe space for all LGBT+ employees and allies, raise awareness of issues that impact LGBT+ employees and encourage diversity and inclusion.

Colt Technology Services - Next at Colt

Next@Colt brings together young people globally to build connections, develop young talent and give back to the community, to improve young employees’ experiences at work.

The network’s focus has three pillars:

Colt Technology Services - 3 Pillars Community and Connection, Learning and Development and CSR

It’s a truly global network, with opportunities to get involved wherever you are in Colt with many ongoing, virtual events planned.

In addition to these employee networks, Colt has several initiatives to promote inclusion and diversity, including our Embrace your Best programme, Mental Health First Aiders, and our partnership with charity Leonard Cheshire to provide internships to students and graduates with disabilities and long term conditions.
We are also a proud member of The Valuable 500, and have Disability Confident Committed status.

Our Flexible First Policy

Colt is committed to creating an amazing working environment which includes offering flexible ways of working. Launched in November 2022, Flexible First, has been designed with the help of our colleagues (or ‘Colties’as we call them) through an extensive 6+ month Hybrid Pilot and we’re continuing to explore how our approach will evolve with the ambition of offering even greater flexibility in the future. There are no set minimum days in the office, except where these are linked to local country arrangements / allowances etc and people can work from any Colt country for up to 30 days per calendar year, subject to remote working abroad guidelines.

Humans of Colt

Inspired by the famous ‘Humans of New York’ blog, this series of written portraits documents the lives and stories of a wide variety of Colt employees. This series includes the stories of Tim Cook and Susanne Hogan, who speak about their disabilities at home and at work.

Colt Technology Services - Tim-copy

Colt Technology Services - Susanne

Colt Values

Colt Technology Services - People Matter [square]

We know people matter

Whether it’s a customer, a partner, or an employee, we build relationships based on trust, honesty, respect, and integrity. We value diversity and strive to be more inclusive so everyone has the freedom to speak up, be heard and thrive.

Colt Technology Services - Better Ways [square]

We always find a better way

By staying one step ahead we employer our customers to succeed through the power of connectivity. We’re swift to adapt and take responsibility for the promises we make.

Colt Technology Services - Win Together [square]

We win together

We believe in the power of many and stand shoulder to shoulder with customers, partners and colleagues collaborating on ideas, sharing risks and recognition among all. When we make a decision we understand its impact, and rally behind the decision to make it a success.

Colt Technology Services CTW [square]

We can change the world

We want to make the world a better place. Better connected, more sustainable, fairer for all. We use what we have - passion, technology and connectivity to create good.

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