Customer Services Representative - Call Center
Is in charge of managing orders, monitoring execution, and treating customers’ requests to meet service commitment and improve customer satisfaction.
Manage Order & Delivery
- Captures, records, and commits customer orders according to customer needs, agreement, and defined service level.
- Proposes product alternatives in case of phase-out or shortage.
- If relevant, optimizes, plans, and coordinates the delivery with customers and partners.
Monitor Execution
- Handles customer orders portfolio and monitors execution.
- Liaise with the relevant partners to ensure on-time deliveries and service commitment.
- Proactively alerts customers in case of any event, delay, or failure regarding the service commitment and engages in the search for a solution.
- Informs and follows up with customers.
Manage Requests
- Captures customer’s requests & claims.
- Analyzes and provides issue resolution or appropriate answers.
- Contacts, follows up, and closes the loop with customers.
- Performs basic root cause analysis and implements corrective actions to eliminate reoccurrences.
- Shares recurring problems with the relevant internal partner(s) to find solutions.
Support Sales
- Seizes opportunity to up-sell and cross-sell in response to customer orders, requests, and portfolio management.
Apply and Improve Work Methods
- Applies standards and procedures (including internal control rules & embargo).
- Contributes to continuous improvement to enhance work methods and customer satisfaction.
Qualifications
We are looking for someone from the customer service industry/call center. They must have the following skills:
- Customer driven
- Motivated
- Good communicator
- Telephone etiquette
- Team player
- Works well under pressure
- Ability to thrive in a fast-paced environment
Computer Skills
Seniority Level
Entry level
Employment Type
Full-time
Job Function
Other
Industries
Manufacturing
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