Customer Care Agent

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