Customer Advisor with French

Angajator: Schneider Electric
Domeniu:
  • Customer support - Client service
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 16.10.2021
    Scurta descriere a companiei

    Schneider Electric is leading the Digital Transformation of Energy Management and Automation in Homes, Buildings, Data Centers, Infrastructure and Industries.

    With global presence in over 100 countries, Schneider provides integrated efficiency solutions, combining energy, automation and software.

    We believe that great people and partners make Schneider a great company and that our commitment to Innovation, Diversity and Sustainability ensures that Life Is On everywhere, for everyone and at every moment.

    Find out more about Schneider Electric Romania at www.schneider-electric.ro.

    Cerinte

    In this role, you will act as a single point of contact and provide support to all customers in the assigned region, by establishing a strong and professional relationship.
    This will involve first call resolution for most customer queries and ensuring complex cases are escalated and followed up by the correct point of contact.

    Queries will include, but are not limited to the following:

    Pre-sales – sizing queries, reseller referrals, opportunity identification, e-commerce.
    Post-sales – Troubleshooting or technical queries for APC products, product return (RMA)
    Our overall objective is to positively impact our Customer Satisfaction by providing a high quality professional Primary Support to customers in EMEA, through proactive and continuous communication with customers on their open issues or service orders.

    Responsabilitati

    What will you do:

    -Provide post-sales support to customers by validating entitlements, assisting customers with unit diagnosis, troubleshooting and completing RMA’s when necessary or assuring a proper escalation to the 2nd level support if needed;
    -Offer pre-sales support to customers by referring customers to local resellers / creating web orders, once customer’s specific needs have been identified. Identify opportunities and escalate to the correct internal contact. Advise customers on the correct solution for their requirements;
    -Log customer details and problem description in our CRM tool. Escalate cases to the technical support engineers for advanced troubleshooting and resolution;
    -Take full ownership of all customers issues until resolution and ensure timely follow up on all commitments;
    -Respond to requests on product pricing and features;
    -Ensures back-up to colleagues when needed;
    -Provide language support to escalation teams where necessary.

    Experience and skills we are looking for:

    Education: Bachelor’s Degree is preferred
    Fluent in French
    Excellent command of English language
    Ability to multi-task (logging queries while speaking with customers)
    PC skills (Microsoft, Windows, ERPs)
    Excellent interpersonal, communications and time management skills
    Ability to work on own initiative but also as part of a team
    One-year experience in customer support is an advantage
    Good verbal and written communication skills are required
    Basic aptitude for learning technical concepts is essential
    Flexible and an ability to learn quickly.

    What we offer:

    Possibility to work from home according to internal policy
    Competitive and rewarding salary package
    Well-being workshopsHands on training and access to our technical labs
    Connection sessions with global management
    Exposure to a multicultural and dynamic environment
    Development Plan through Career path and coaching
    Cool site environment
    Employer with high focus on Sustainability
    Diversity and Inclusion - integral part of the company's history, culture and identity