Multilingual Service Desk Specialist

2 days ago

Birmingham, Birmingham, United Kingdom Claire's Full time

Job Summary:

Claire's is seeking a dedicated Multilingual Service Desk Specialist to join our Service Desk Team. This team provides critical IT and Operational Support to all Claire's stores across Europe, ensuring a high level of service for our stores and offices.

Key Responsibilities:

  • Accurately log, categorise, and prioritise all incoming contacts from Claire's retail stores, offices, and field teams across Europe.
  • Utilise your training and knowledge to resolve calls where possible or assign them to appropriate 2nd and 3rd line support groups or external service providers.
  • Monitor and track Service Desk tickets, ensuring updates and resolutions are met within SLA timelines. Identify recurring issues and recommend improvements.

Customer Service:

  • Deliver exceptional customer service in all interactions, using your proficiency in multiple languages.
  • Maintain high levels of internal and external customer satisfaction.

Documentation:

  • Create knowledge articles for incident resolution and training.
  • Contribute to ongoing Service Desk Service Improvement Plans.

Relationships:

  • Adhere to IT procedures and policies while supporting users and systems.
  • Manage incidents and service requests, providing analysis and recommendations to IT Management.
  • Maintain communication with third-party suppliers to log calls and follow up on updates and resolutions.

Requirements:

  • Fluent in French, German, and English (B2 level or above). Proficiency in Italian can be considered instead of French or German.
  • Ability to work independently and take initiative.
  • Strong problem-solving and communication skills.
  • Excellent interpersonal abilities.
  • Capacity to work under pressure and take ownership of tasks and issues.
  • Availability to work weekends on a rota basis.
  • Need to have the capacity to learn our systems although full technical training will be provided.

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