Job Summary

JD - Senior Customer Service Representative

Role and responsibilities

As a Product Support Specialist, you will be responsible for autonomously handling customer technical queries, end-to-end order management, maintenance and collaborating with different department. As an individual contributor, you will be working for French speaking customers. 

Main responsibilities

• Support customer calls/emails and other interactions in French & English.
• Managing Order efficiently for faster fulfillment.
• Answering customers queries (technical and non-technical) related to order or general enquiries over the phone call
• Managing mailbox efficiently to ensure response to customers within SLA.
• Providing support to Department/Team’s Leader in ensuring operational efficiency.
• Building partnerships with process owners within and external to the European Customer & Sales Support Department so that business initiatives are aligned, solutions are optimized and implementation achieves desired outcomes.
• Preparing and delivering reports, recommendations or alternatives for improving processes.
• Providing regular updates of progress to process owners/Customers to ensure an ongoing partnership.
• Keeping up to date standard operating procedures documentation for CSS operations.
• Adheres to and follows Client policies and procedures and applies function related SOX requirements and use tools such as Agile and Oracle.

Our requirements

• French + English language fluency
• Bachelor's degree
• Experience in Customer Service/ Product Support
• Demonstrates excellent judgment and decision making skills
• Strong verbal communication and listening skills
• Demonstrated time management and priority setting skills
• Ability to simultaneously handle multiple priorities
• Proactively approaches responsibilities

Good to have

• Customer Focus
• Actively implements process improvements at transversal level
• Written and oral outstanding professional command of German Language
• Basic computer knowledge with usual programs (Word, Excel, etc) and experience of ERP systems (Oracle preferred)

Key Responsibilities

1. Handle Complex Inbound And Outbound Calls, Providing Expert Assistance And Resolving Escalated Customer Issues Using Effective Communication And Problem-Solving Skills.
2. Follow Escalation Procedures For Issues Beyond Individual Control, Ensuring A High First-Call Resolution Rate And Effective Customer Support.
3. Monitor And Ensure The Quality Of Customer Interactions, Providing Constructive Feedback And Coaching To Team Members To Enhance Their Performance.
4. Assist In Training New Team Members And Offer Ongoing Support And Mentorship, Fostering A Collaborative And Growth-Oriented Team Environment.
5. Lead Initiatives Focused On Enhancing Call Handling Processes And Improving Overall Customer Service Efficiency, Contributing To Better Customer Experiences.

Skill Requirements

1. Proficiency In Customer Service Principles And Practices, Demonstrating A Strong Service Mindset.
2. Excellent Verbal And Written Communication Skills, Ensuring Effective Interaction With Customers And Team Members.
3. Ability To Analyze Customer Issues And Provide Resolutions, Showcasing Problem-Solving Capabilities.
4. Familiarity With Performance Metrics And Slas, Contributing To Project Outcomes And Maintaining Quality Standards.
5. Strong Adherence To Company Policies And Guidelines, Including Confidentiality And Ethical Conduct.

Other Requirements

1. Optional But Valuable Certifications In Customer Service Excellence Or Related Fields