Customer Service Representative with Polish

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Vezi toate job-urile Customer Service Representative with Polish active pe Hipo.ro

Vezi toate job-urile in Customer support - Client service active pe Hipo.ro

Angajator: Prohuman
Domeniu:
  • Customer support - Client service
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 28.10.2016
    Remote work: On-site
    Scurta descriere a companiei

    With over 25 years of experience on the Romanian HR market, PROHUMAN APT (former APT Resources & Services) is the one of the biggest players in the industry, a force concentration evenly deployed across different specialties. Having approximate 4000 employees (mostly higher educated) in BPO and temporary work assignments, as of 2021, PROHUMAN APT ranks in the Top 3 HR providers in Romania.

    Cerinte

    Our client creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. The client brings together a portfolio that spans software, services and IT infrastructure to serve more than 1 billion customers in over 170 countries on six continents. The company invents, engineers, and delivers technology solutions that drive business value, create social value, and improve the lives of our clients.

    The Customer Service Representative works within a European, multicultural and fast moving business environment, supporting the PPS and company's Customers/Partners and Sales Force, within the area of order fulfillment.

    Requirements:
    - Degree level education;
    - Experience in working with multiple countries/sub-regions at a high level of complexity;
    - Experience in Customer interaction;
    - Fluency in English and Polish;
    - Medium/advanced Microsoft Office tools knowledge;
    - Strong analytical skills;
    - Ability to prioritize workload and manage a high volume of work with accuracy.

    Responsabilitati

    Responsibilities:
    - Manages customer backlog to ensure that appropriate actions are taken to deliver orders within agreed SLA and according to business need;
    - Review the backlog tools in use (i.e. E2E tool, FOM) on a daily basis and acts accordingly;
    - Provide backlog analysis and summary report to customer and account team if and when required;
    - Manages all claims, exceptions and special requests in the area of organization; coordinates customer’s change requests;
    - Ensures all orders are invoiced and closed in the systems;
    - Minimizes field inventory through constant analysis of the justification of each case;
    - Keeps the volume of financial disputes to a minimum and actively works to closing as soon as possible them once they appear;
    - Helps maximizing the revenue on the accounts in quarter ends through collaborations with all involved stakeholders;
    - CSR/CAA is the first & unique point of contact of the customer for all questions, information & requests regarding the orders in process & the claims;
    - Provides consultancy and guidance to customer on order management cycle (via phone / email) and ensures customer is aware of the order acceptance policy
    - Provides consultancy and guidance to the account team on Order to Cash processes and policies;
    - Ensures all direct customer inquiries are acknowledged within 4 hours, including “status update of no-status-update”;
    - Ensures AOM (where applicable) is always informed on any operational issues within the account;
    - Ensures the CSO organization escalation process is properly and efficiently followed at all times;
    - Provides clear and proactive communication on escalation status to both customer and internal stakeholders.

    Job Code: 010916AE

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