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PMO Projets Transformation SI- AG 1. Contexte de la mission 2. Objectifs de la mission 3. Activités principales 4. Compétences attendues 5. Profil attendu
Freelance3 months ago
Job Description
Cotonou
CDI
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Automatically translated from French. View the original offer
Main duties
The Automates and Customer Relationship Analyst performs in-depth analysis of malfunctions, ensures the relationship with client banks and leads contractors working for these banks. It integrates customer needs in the form of projects or patches and defines the needs and solutions necessary for its efficiency. The mission aims to provide support to maintainers and technicians on site, analyze the operation of automata, monitor incidents and recurrences, and enrich operational documentation, while maintaining an adapted communication with customers. ### MISSIONS and Main Activities -
- Level 2 Operational Support -: Take calls from maintainers, accompany on-site technicians, provide assistance or information requested.
- Follow-up of sensitive files -: Track vandalism records, escalations and claims.
- Behavioural and functional analysis -: Identify, reassemble, analyze and document abnormal behavior of ATMs.
- Treatment of recurrences and relapses -: Identify automata with repeated or varied failures over a short period of time.
- Management of incidents impacting the service -: Manage and report incidents, monitor them and communicate internally as well as with the customers concerned.
- Capitalization and Document Improvement -: Enrich the knowledge base and propose necessary procedural developments. ### Expected results and associated productions - Effective call taking with response to need and compliance with KPIs.
Candidate profile
- Updated and enriched documentation of the experiences and situations encountered. ### Profile and expected skills #### Functional skills - Electronic environment / ATM.
Behavioural Skills - Autonomy, Analysis, Synthesis, Performance Research, Customer Orientation and Service Sense.
Relational skills - Team spirit and mutual aid, punctuality, listening, pedagogy.
Other information
Technical Skills - Office Tools (MS Office 365), Excel VBA, Computer Networking, PC Hardware Knowledge, Communication Techniques.
Job overview
Benin Digital is a digital services company (ESN) specialized in the digitization of business processes and supports customers from the sectors of industry, banking & insurance, industry, retail & e-commerce and Media & communication.
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Missions principales
Contexte et objectifs L'Analyste Support Automates et Relation Client réalise des analyses approfondies de dysfonctionnements, assure la relation avec les banques clientes et anime les contractants intervenant pour ces banques. Il intègre les besoins clients sous forme de projets ou de correctifs et définit les besoins et solutions nécessaires à son efficience. La mission vise à assurer le support aux mainteneurs et aux techniciens sur site, à analyser le fonctionnement des automates, à suivre les incidents et les récurrences, et à enrichir la documentation opérationnelle, tout en maintenant une communication adaptée avec les clients. ### MISSIONS et Activités principales -
- Support opérationnel de niveau 2
- : Prendre les appels des mainteneurs, accompagner les techniciens en intervention sur site, fournir l’aide ou les renseignements demandés.
- Suivi des dossiers sensibles
- : Suivre les dossiers de vandalisme, les escalades et les réclamations.
- Analyse comportementale et fonctionnelle
- : Identifier, remonter, analyser et documenter les comportements anormaux des guichets automatiques bancaires (GAB).
- Traitement des récidives et rechutes
- : Repérer les automates présentant des pannes répétées ou variées sur une période rapprochée.
- Gestion des incidents impactant le service
- : Prendre en charge et déclarer les incidents, assurer leur suivi et communiquer en interne ainsi qu’avec les clients concernés.
- Capitalisation et amélioration documentaire
- : Enrichir la base de connaissances et proposer des évolutions de procédures nécessaires. ### Résultats attendus et productions associées - Prise d'appels efficace avec réponse au besoin et respect des KPI.
Profil recherché
- Documentation actualisée et enrichie des expériences et situations rencontrées. ### Profil et compétences attendus #### Compétences fonctionnelles - Environnement monétique / GAB.
Compétences comportementales - Autonomie, Analyse, Synthèse, Recherche de la performance, Orientation client et sens du service.
Compétences relationnelles - Esprit d’équipe et d’entraide, ponctualité, écoute, pédagogie.
Autres informations
Compétences techniques - Outils bureautiques (MS Office 365), VBA Excel, Réseaux informatiques, Connaissances du matériel d’un PC, techniques de communication.
Présentation du poste
Bénin Digital est une Entreprise de Services du Numérique (ESN) spécialisée dans la digitalisation des processus métiers et accompagne les clients issus des secteurs de l’industrie, de la Banque & assurance, de l’industrie, de la Grande distribution & e-commerce et des Médias & communication.
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