Deadline: 10 March 2016
Organization for Economic Co-operation and Development (OECD) is currently seeking applications from the eligible applicants for the post of Customer Service Coordinator in Paris, France. The duration of this post is 2 years.
The mission of OECD is to promote policies that will improve the Undertake research and contribute to the production of documents, working papers and publications, including drafting notes and preparing technical annexes.
Key Jobs Responsibilities
The Customer Service Coordinator will perform the following function-
- Manage the email support accounts for the OECD iLibrary and the partner iLibraries; and, if necessary, filter queries d to the marketing team, throughout the Organization or to the appropriate intergovernmental organization (IGO).
- Monitor and resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Ensure a high level of quality of solutions when assisting subscriber/customers.
- Manage all the OECD and partner iLibraries institutional trial requests coming from the sales team and trade partners.
- Co-ordinate the creation and maintenance of special access accounts in OECD iLibrary for OECD internal and external user groups, including consortium arrangements.
- Answer customer queries in English and French.
- Provide first level technical support to the sales team as well as end-users for the OECD and partner iLibrary platforms. This involves issues around access rights assignment, user identification, usage statistics recovery, bibliographical records retrieval, account consolidation, etc.
- Perform maintenance on customer database to lessen subscriber access conflicts and eliminate data corruption.
- Research support incident tracking systems to assist in improving customer support services.
- Assist with testing of new features of the iLibrary platform, including validating functional specifications, reporting and tracking changes.
- As requested, perform other functions in relation to the work of the Unit.
Eligibility Criteria
Applicants must have-
- A post-secondary education with a specialization in business administration, marketing or in a closely related field.
- Several years of relevant experience in a customer support role on similar platforms.
- Ability to use database management and web content management system.
- Knowledge of IP assignment.
- Very good knowledge of Microsoft Office suite.
- Fluency in one of the two OECD official languages (English and French) and knowledge of the other, with a commitment to reach a good working level.
- Knowledge of other languages would be an asset.
How to Apply
Applicants must submit their applications through online process.
For more information, please visit OECD.
