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Escalation & Complaints Management Analyst - German

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Date: Jun 9, 2022

Location: Bucharest, B, RO

Company: NTT DATA Services

Req ID: 189577 

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.



Escalation & Complaints Management Associate (Service Desk ) (hybrid) - German 
Bucharest or Cluj, Romania
Competitive Salary & Benefits


Role Overview
The Escalation & Complaints Management Associate (Service Desk ) manages end to end the escalation & complaint process which incorporates potential and received feeedback from end users regarding service and all associated components. Using predefined processes, the role analyses the situation, proposes remediation and manages communication with the relevant stakeholders & end users enabling resolution and high levels of satisfaction. Also documents the cases and applies lessons learned methodology.


Role Responsibilities

1. Processing of complaints (usually via email)
o Review of "Incidents" and "Service Requests" complaints via Ticket Tool
o Ticket escalation to the technical (2nd/3rd level) support groups
o Ticket reopening & routing for further processing
o Response to End User Feedback (in writing, via telephone)
o Monitoring the escalated process until completion
o Documentation of the process
o Complaints that cannot be resolved successfully are forwarded to the Customer Escalation Service Manager
2. Processing of feedback from customer satisfaction surveys 
o Evaluation of customer feedback and processing of feedback
o Forwarding of the selected feedback to the relevant bodies
o Preparation of a report to be made available to the Contractor 
3. Contacting customers
o Individual processing of customer feedback (with request for contact)
o Checking the situation (Ticket Tool)
o Response to user feedback (in writing, by phone)
o If required, initiation of a work complaint to the Customer Escalation Service Manager


Key Skills
Ideally University education, preferably technical degree, or Microsoft certifications
Experience of providing remote IT/SD support is an advantage
Ability to analyze and solve problems by investigating potential solutions 
Ability to communicate clearly at all organizational levels;
Excellent customer service skills
Ability to multi-task in a dynamic environment;
Experienced analytical, negotiation and organizational skills;
Ability to take ownership of challenging tasks.
Outside of the box & problem solving abilities.
Fluency in German & English language
Flexibility to work shifts if required


Our people are the most critical component of our long-term success and their health and wellbeing are our priority.
You will enjoy a comprehensive, locally competitive benefits package
Working for a top 5 company in the industry worldwide
Company culture focused on the employee wellbeing
The opportunity to grow a career in Monitoring/Infrastructure
Learning & Development platforms

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.



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