Digital Customer Advisor with French

We, at Schneider Electric believe access to energy is a basic human right. We want everyone on our planet to be provided with safe, reliable, efficient, and sustainable energy. We are committed to innovate solutions that address the energy paradox: balancing our planet’s carbon footprint and the undisputable right of everyone to quality energy. Our technologies ensure Life is On everywhere, for everyone and at every moment. Our ingenious solutions enable lives to be more connected, sustainable, efficient, reliable and safe. Truly global specialist in Energy Management, Automation and Data Centers we, Schneider Electric have a unique local presence through our 140 000 employees worldwide.
Mission Digitization and Digital Self-service for customers is at the heart of our Strategy. Located in Bucharest, we have a job opportunity for a Digital Tools Support with French in our team. In this role, you will act as a single point of contact and provide Digital support to all customers in the assigned region, by establishing a strong and professional relationship, enabling them to make the most of the digital capabilities deployed for them. Our overall objective is to positively impact our Digital Customer Satisfaction by providing a high quality professional Digital Support to French customers and vendors, through proactive and continuous communication on their open issues.

What will you do:

• Provide Best in Class Digital support to customers (and Vendors) by assisting them in registration and usage of our digital platforms (mySchneider, mySE, );
• Answer Live customer requests by Phone or Chat (Direct contacts or by transfer from French CCC agents). Manage Customer cases created through our Digital platforms. When needed, schedule customer call backs to deep-dive on some cases. Leverage screen sharing capabilities when needed for more efficient support;
• Perform diagnosis, troubleshooting and assuring a proper escalation support if needed;
• Identify frequent issues and improvement opportunities to improve Digital Customer satisfaction. Escalate to the correct internal contact. Advise customers on the correct solution for their requirements;
• Take full ownership of all customers issues until resolution and ensure timely follow up on all commitments;
• Communicate information proactively;
• Complete documentation and follow up on all commitments and customer details.

• Education: Bachelor’s Degree is preferred
• Fluent in French and English;
• Ability to multi-task (logging queries while speaking with customers)
• PC skills (Microsoft, Windows, ERPs)
• Digital knowledge (Browser usage, Internet basics, etc…)
• Excellent interpersonal, communications and time management skills
• Ability to work on your own but also as part of a team
• Previous 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

• Possibility to work from home according to internal policy
• Competitive and rewarding salary package
• Well-being workshops
• Hands 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