Primary Generalist Support with one of the following languages: Albanian, Bulgarian, Croat, Greek, Hungarian, Macedonian, Serbian, Slovenian

Employer: Schneider Electric
Domain:
  • Others
  • Customer Support - Client Service
  • Administrative Assistance
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • nationwide
    Updated at: 31.10.2014
    Remote work: On-site
    Short company description

    Schneider Electric's purpose is to empower all to make the most of our energy and resources, bridging progress and sustainability for all. We call this Life Is On.

    Our mission is to be your digital partner for Sustainability and Efficiency.

    We drive digital transformation by integrating world-leading process and energy technologies, end-point to cloud connecting products, controls, software and services, across the entire lifecycle, enabling integrated company management, for homes, buildings, data centers, infrastructure and industries.

    We are the most local of global companies. We are advocates of open standards and partnership ecosystems that are passionate about our shared Meaningful Purpose, Inclusive and Empowered values.

    Recognized as the world’s most sustainable company in 2021 by Corporate Knights Global 100 Index

    Requirements

    - Education: Associate’s Degree requested, Bachelor’s Degree preferred
    - Experience:
    - if bachelor degree in place, 1—2 years of experience are requested,
    - if Associate’s degree in place, 3-4 years of experience are requested
    - Fluent in English and one of the following languages: Albanian, Bulgarian, Croat, Greek, Hungarian, Macedonian, Serbian, Slovenian
    - Previous experience in customer support or sales is desirable
    - Working electrical knowledge an advantage
    - Ability to multitask (logging queries while speaking with customers)
    - PC skills (Microsoft, Windows, ERPs)
    - Basic aptitude for learning technical concepts essential
    - Excellent interpersonal, communications and time management skills
    - Ability to work on own initiative, but also as part of a team
    - Strong verbal and written communication skills are required
    - Flexible and having the ability to learn quickly
    - Previous CRM experience is an advantage.

    Responsibilities

    Mission:

    Act as an entry point of contact and provide support to all customers in the assigned country: greetings, Log Interaction, Identification of Customer. This will involve 1st call resolution for the majority of customer queries and ensuring complex cases are escalated to and followed up by the correct point of contact within the company. Queries will include but are not limited to the following:

    - Post sales — product return (RMA) and escalation of more technical queries; order management, invoice, deliveries,
    - Pre sales — Price and availability, giving a catalogue reference, order entry, quotations, opportunity identification, e-commerce, knowledge management,
    - Follow up on Leads generated from marketing activities.

    Responsibilities:

    - Provide 1st level general support pre-sales and post-sales, telephone, mail and electronic to customers and partners or assure a proper escalation to the 1st level technical support: price & availability, product selection, product substitution, answer question on catalog or on-line application, support on on-line self service tools
    - Responsible for answering incoming telephone calls, e-mails, web based tickets and prioritizing customer’s support needs
    - Order Management: enter, change, manage requests related to orders in cooperation with country representatives
    - Provide support to the customers for commercial and logistic returns product
    - Provide support to the customers for solving the logistic and commercial complaints
    - Proactive information communication
    - Complete documentation and follow up on all commitments and customer details
    - Actively create/modify knowledge database
    - Collaborate with Marketing on new product launches
    - Ongoing proactive research and learning about new products, technologies and applications
    - Participate in the interaction center’s continuous improvement process
    - Liaise between customers, After-Sales and Marketing regarding Product Quality Returns

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