Our well-known client based in Watford is looking for a German-speaking Customer Service & Incident Handling Agent to join their team.
Excellent communication skills with both oral & written fluency in English and German are required.
Hybrid working.
Job Summary:
To be responsible for the whole order management process, from placing the orders until the goods have arrived at the customer side. This requires liaising and working closely with other departments of the organization. Opening tickets for calls and e-mails for technical emergencies and inquiries. Creating quotations and pre-payment forms and handling customer cases proactively. Focusing on the customer and providing outstanding customer service through good verbal and written communication and relationship building. Following internal processes while thinking independently and outside the box.
Key Responsibilities:
* Manage customer enquiries (via phone or e-mails) in a timely manner to provide our customers with an efficient, reliable service.
* Manage customer orders (with an increasing emphasis on electronic orders) from order entry to billing, as well as sending and following up on quotations and pre-payment documents.
* Open, update, and manage tickets/cases in our system for each customer enquiry in line with customer expectations and within their contract terms, liaising with other departments.
* Respond effectively to queries relating to customer orders and deliveries, resolving customer complaints and queries, as well as raising credits and debits to ensure any outstanding customer deductions are resolved and all information communicated in a timely manner.
* Manage deliveries in line with customer expectations, liaising with 3rd party warehouses and other supply chain contacts.
* Dispatch customer and partner requests for support through the correct channels to enable the technical support team to act on the customer request.
* Monitor/navigate multiple systems and ticket queues constantly throughout the workday.
* Maintain regular contact with our Sales Account Managers and other internal departments to ensure relevant information relating to customer orders, enquiries, & deliveries is communicated in a timely manner (especially changes to expected customer demand – abnormal orders, postponed or cancelled deliveries, etc).
* Understand the operational requirements of key customers (key contacts, delivery specifications, booking requirements, etc).
* Implement process improvements to enhance operational effectiveness and profitability.
* Ensure that customer account records are kept up to date for audit purposes.
* Identify and resolve with the data management team any master data errors affecting the OTC process.
* Provide support for other members of the team (and back up as required for other CS teams).
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