Job Description
Customer Support Technician Level III – (2400002J)
Description
Ensure the best possible handling of complaints from
all customer services and guarantee them clear
and precise answers as soon as possible
Receive and acknowledge the transmission of complaints or
incidents.
Qualify customer complaints: Interpret the complaint and
possibly investigate it further by contacting the customer service concerned
Consult the tools and files of the domain
Establish a pre-diagnosis
Fill in and document the incident information base.
Provide support or an escalation level for non-standard customer complaints
that Customer Services cannot resolve
Return the resolution of the incident to the issuing department.
Transmit the incident to the next level of the operations organization in the
event of failure to resolve.
· Forward complaints to the relevant technical departments:
· Direct complaints according to the nature of the problem identifiedhttps://googleads.g.doubleclick.net/pagead/ads?gdpr=1&gdpr_consent=CP5WeUAP5WeUAEsACBENAmEoAP_gAEPgAARgINJD7D7FbSFCwHpzaLsAMAhHRsCAQoQAAASBAmABQAKQIAQCgkAQFASgBAACAAAAICZBIQAECAAACUAAQAAAAAAEAAAAAAAIIAAAgAEAAAAIAAACAAAAEAAIAAAAEAAAmAgAAIIACAAAhAAAAAAAAAAAAAAAAgAAAAAAAAAAAAAAAAAAAQOhQD2F2K2kKFkPCmQWYAQBCijYEAhQAAAAkCBIAAgAUgQAgFIIAgAIFAAAAAAAAAQEgCQAAQABAAAIACgAAAAAAIAAAAAAAQQAAAAAIAAAAAAAAEAAAAAAAQAAAAIAABEhCAAQQAEAAAAAAAQAAAAAAAAAAABAAA&addtl_consent=2~2072.70.89.93.108.122.149.196.2253.2299.259.2357.311.313.323.2373.338.358.2415.415.449.2506.2526.486.494.495.2568.2571.2575.540.574.2624.609.2677.864.981.1029.1048.1051.1095.1097.1126.1201.1205.1211.1276.1301.1344.1365.1415.1423.1449.1451.1570.1577.1598.1651.1716.1735.1753.1765.1870.1878.1889.1958~dv.&client=ca-pub-8127528471213975&output=html&h=250&adk=3819105432&adf=319012167&pi=t.aa~a.4269927312~i.58~rp.1&w=308&abgtt=3&fwrn=7&fwrnh=100&lmt=1720109521&num_ads=1&rafmt=1&armr=3&sem=mc&pwprc=1921297977&ad_type=text_image&format=308×250&url=https%3A%2F%2Fcameroun.minajobs.net%2Femplois-stage-recrutement%2F28445%2F&fwr=0&pra=3&rh=257&rw=308&rpe=1&resp_fmts=3&sfro=1&wgl=1&fa=27&uach=WyJBbmRyb2lkIiwiOS4wLjAiLCIiLCJTTS1HOTU1RiIsIjEyNi4wLjY0NzguMTIyIixudWxsLDEsbnVsbCwiIixbWyJOb3QvQSlCcmFuZCIsIjguMC4wLjAiXSxbIkNocm9taXVtIiwiMTI2LjAuNjQ3OC4xMjIiXSxbIkdvb2dsZSBDaHJvbWUiLCIxMjYuMC42NDc4LjEyMiJdXSwwXQ..&dt=1720109521800&bpp=10&bdt=2614&idt=10&shv=r20240702&mjsv=m202407010101&ptt=9&saldr=aa&abxe=1&cookie=ID%3Db361006cb2e7d767%3AT%3D1709807324%3ART%3D1720109409%3AS%3DALNI_MaMfsLPM2rKtsEtagh4uyT7AyoQLA&gpic=UID%3D00000d6b63fd17d1%3AT%3D1709807324%3ART%3D1720109409%3AS%3DALNI_Mas3alp5uQkqFbdxsznN9I60rwxUA&eo_id_str=ID%3De518b8621a3d1d1a%3AT%3D1706611762%3ART%3D1720109409%3AS%3DAA-AfjYd8CzLt4KsDkf6dgQq25OF&prev_fmts=338×280%2C308x1158%2C0x0&nras=2&correlator=1545250825560&frm=20&pv=1&ga_vid=1061939922.1720109521&ga_sid=1720109521&ga_hid=679688722&ga_fc=0&u_tz=180&u_his=1&u_h=846&u_w=412&u_ah=846&u_aw=412&u_cd=24&u_sd=2.625&dmc=4&adx=52&ady=2220&biw=412&bih=718&scr_x=0&scr_y=0&eid=44759842%2C95334511%2C95334528%2C95334565%2C95334570%2C95334828%2C31085041%2C31078663%2C31078665%2C31078668%2C31078670&oid=2&pvsid=1420974019009389&tmod=968155714&uas=0&nvt=1&fc=384&brdim=0%2C0%2C0%2C0%2C412%2C0%2C412%2C774%2C412%2C774&vis=1&rsz=%7C%7Cs%7C&abl=NS&fu=1152&bc=31&bz=1&td=1&tdf=2&psd=W251bGwsbnVsbCxudWxsLDNd&nt=1&ifi=5&uci=a!5&btvi=2&fsb=1&dtd=56
· Monitor the processing of complaints by the technical departments
· Provide the requesting departments with reasoned responses as
soon as possible
o Provide qualified responses, including the elements of the pre
-diagnosis, the nature of the solutions implemented and the
processing times
o Inform customer services of any problems in the implementation
of procedures
Qualifications
BAC + 2/3 in Telecoms or IT
2 years of experience
Main location: CM-Littoral
Workplaces: Maképé Makepe Site Immeuble Orange Douala 1864
Job: Client
Organization: Orange Cameroon
: CDI
: Permanent
Job posting: Jul 1, 2024, 08:42:22
Apply ONLY online via the form available at: https://orangecameroun.taleo.net/careersection/ex/joblist.ftl
