Location: London, Leicester  – Department: All

Interpreters/Translators

Currently, we have vacancies available in our linguistic department. We are looking for interpreters/ translators to work for our valued clients in the following languages; Dutch, French, German, Italian, Hindi, Hungarian, Lithuanian, Pashto, Persian, Polish, Punjabi, Russian, Somali, Turkish and Urdu.

If you have some experience as a translator/ interpreter and want to work for a reputable company, send us your up-to-date CV with a cover letter.

Duties and Tasks/Essential Functions:

• • Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
  • Gather customer’s information and determine the issue by evaluating and analysing the symptoms;
  • Research required information using available resources;
  • Follow standard processes and procedures;
  • Identify and escalate priority issues per Client specifications;
  • Redirect problems to appropriate resource;

• • Follow up and make scheduled call backs to customers where necessary;

• Stay current with system information, changes and updates

Skill and Knowledge Qualifications:

• Proper phone etiquette;
• Ability to speak and write clearly and accurately;
• Knowledge of relevant software computer applications and equipment is not necessary ;
• Effective listening skills;
• Willingness to co-operate with others and work to the greater good;
• Multi-tasking capabilities;

Competencies:

• Exemplary Attendance and Punctuality
• Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
• Focuses and guides self and team members in accomplishing work objectives.
• Interacts with others in a way that gives them confidence in one’s intentions and those of the organization.
• Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener.
• Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.
• Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
• Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.
• Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
• Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.

Conditions:

• Must be able to sit for long periods of time
• Position may requires use of headset/microphone

Apply Now

Location: London  – Department: IT

Technical Support Representative 

Under general supervision, in a 24/7 in-bound call center environment, Technical Support Representatives will provide technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, assisting with navigating around application menus and troubleshooting email issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. Representatives will perform related work as required.

Duties and Tasks/Essential Functions:

• • Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
  • Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more;
  • Research required information using available resources;
  • Follow standard processes and procedures;
  • Identify and escalate priority issues per Client specifications;
  • Redirect problems to appropriate resource;

• • Accurately process and record call transactions using a computer and designated tracking software;

• • Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;

• • Organize ideas and communicate oral messages appropriate to listeners and situations;

• • Follow up and make scheduled call backs to customers where necessary;

• Stay current with system information, changes and updates

Skill and Knowledge Qualifications:

• Proper phone etiquette;
• Ability to speak and write clearly and accurately;
• Demonstrated proficiency in typing and grammar;
• Knowledge of relevant software computer applications and equipment;
• Knowledge of customer service principles and practices;
• Effective listening skills;
• Willingness to co-operate with others and work to the greater good;
• Multi-tasking capabilities;
• Minimum 12 hours of weekend working availability on a Saturday or Sunday

Competencies:

• Exemplary Attendance and Punctuality
• Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
• Focuses and guides self and team members in accomplishing work objectives.
• Interacts with others in a way that gives them confidence in one’s intentions and those of the organization.
• Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener.
• Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.
• Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.
• Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
• Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.
• Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
• Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions.  Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates.
• Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.
• Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

Conditions:

• Must be able to sit for long periods of time
• Position requires use of headset/microphone

Apply Now

Location: London – Department: Management

Customer Care Specialist

The Customer Care department is the first point of contact for many of our customers.Customer Care Specialists work closely with the Operations Department to ensure the highest standards of service are met for all of gateway services customers. They respond to inquiries via telephone, live chat and email, ensuring clear, friendly, professional and timely replies to all questions. The Customer Care Specialist reports to the Vice President of Customer Care.

Responsibilities

• Reply to inquiries via telephone, e-mail and live chat
• Use available resources efficiently to assess the customer’s issue and recommend valid solutions
• Escalate unresolved issues to the appropriate Program Manager or supervisor
• Record details of each customer interaction and any actions taken
• Follow up on any customer issues requiring additional research
• Maintain adequate knowledge of all internal software and systems
• Communicate with Vice President of Customer Care and/or Operations team regarding status of issues
• Attend all Customer Care team meetings, as required

*The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of this position.

Knowledge, Skills and Abilities

• Ability to work well with all levels of management and staff while maintaining a professional and diplomatic demeanor
• Excellent written and verbal communication skills
• Excellent interpersonal skills
• Ability to prioritize and integrate a proactive approach to assignments
• Ability to request assistance as needed
• Strong technical aptitude with the ability to quickly learn and adjust to new systems
• Strong analytical, problem solving and decision making skills
• Effective organizational and time management skills
• Proficiency in written and verbal English required, bilingual English/Spanish skills preferred

Education and Experience

• Associate’s degree or equivalent experience preferred
• Previous experience with customer service desired
• Working knowledge of MS Office Suite
• Experience with SharePoint a plus

Apply Now

Location:  – Department:

Apply Now

Location:  – Department:

Apply Now