Job Description
Job Description
Customer Care Agent
Responsibilities :
Maintaining Customer Contact :
Being the first point of contact for the customer (in 1 or 2 foreign languages)
Maintaining contact with customers and service providers
Exchanging operational information with customers and relevant colleagues and / or departments
Paying attention to customers' questions, wishes and needs and promoting the operational relationship
Receiving complaints and escalating them to leadership
Providing feedback to customers regarding complaints, after consultation with the manager
Processing Orders and Data :
Controlling and monitoring the progress of operational activities using the automated system
Accepting and administrative handling of orders and, if necessary, drawing up, processing or checking documents in accordance with set guidelines
Processing of incoming and outgoing goods and return shipments in an automated system
Keeping product, location and master data up to date in the automated information system
Performing other duties as assigned
Creating and sending of invoices and credit invoices
Managing Administration :
Checking, entering and updating customer data using the information system
Contribution to Projects :
Making (improvement) proposal to the manager
Reports :
Assisting with reporting and informing customers about achieved results regarding or in accordance with the KPIs and SLAs, periodically and ad hoc
Complying with Laws, Regulations, and Procedures :
Adhering to and securing quality and ISO requirements according to agreed procedures and instructions
Job Requirements :
High school diploma or GED equivalent
Knowledge of logistical administrative processes
Experience with quality processes
Competencies and Skills :
Customer-oriented
Accurate
Fluent in English (spoken and written), a foreign language preferred
Strong social and communication skills (spoken and written)
Experience with automated information systems preferred
Experience with MS Office preferred
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Being the first point of contact for the customer (in 1 or 2 foreign languages). Maintaining contact with customers and service providers. Exchanging operational information with customers and relevant colleagues and/or departments. Paying attention to customers' questions, wishes and needs and ...
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