Helpdesk & Aftersales agent (W/M)

Publié le 7 janvier 2019

Come contribute to the improvement of the customer experience


  • Localisation Paris - France
  • Type de contrat CDD Durée
    11 mois
  • Poste A pourvoir immédiatement
  • Nombre de place 1 poste

Missions principales

Rail Europe is the official distributor representing all the European railways and networks :

The HelpDesk/After Sales Consultant shall interact with customers via means defined by the company (means include but not limited to email, phone, dedicated communication software/systems) to support customer before, during and after sales.

Activités détaillées

1) Customer Support Team

2) Support day to day operations in accordance with guidelines set by management with reference to Help Desk (pre-sales) and Customer Relations (after sales) support.

  • Operating End Customer/GSA requests: the consultant shall answer general questions about Rail Products and Rail Products’ tickets and provide general guidance and assistance.
  • Operating Help Desk; the consultant shall answer booking issue and provide solutions or alternatives, before escalating to the concerned department (Products / Distributions…)
  • and After sales / post booking 1st level support: the consultant shall process pre and after sales requests and post booking queries (when required conditions of the carriers are met - the consultant must abide by these rules under all circumstances hence is not authorized to make exceptions to them by the carrier or his RE4A direct report);
  • Operating Complaints: the consultant shall handle complaints regarding tickets purchased, system issues and various anomalies reporting them for resolution to the correct channels/department

3) Participate to regular status/review meeting with team and direct manager (regular 1-o-1)

Profil recherché

  • Education : University, College or Equivalent Professional Course in Tourism and/or min. 3years Experience in related activities
  • Language : English (spoken & written), French (beneficial but not essential)
  • Previous Customer Service and knowledge of European rail travel
  • Working to a target
  • Euronet Knowledge beneficial but not essential
  • Computer: Microsoft Office (Word, Excel, Power Point), Salesforce (beneficial)

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