Customer care support specialist with German, French or Italian

Employer: Schneider Electric
  • Customer Support - Client Service
  • Administrative Assistance
  • Sales
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Updated at: 04.12.2023
    Remote work: On-site

    As a customer care support specialist, you will act as a single point of contact and support all customers in the assigned region, by establishing a strong and professional relationship. Upon the project you will be redirected, you will provide technical support or commercial support.
    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.

    What will you do:

    • Provide pre-sales and 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 descriptions 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 in technical or economics field;
    • Fluent in English, French, German or Italian;
    • Excellent command of English language
    • Ability to multi-task (logging queries while speaking with customers)
    • PC skills (Microsoft, Windows, ERPs)
    • Excellent interpersonal, communication 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 are we offering:
    • Flexible work schedule and home-office options (hybrid);
    • Short Fridays according to your project activity;
    • A wide range of benefits: Bookster, Wellington platform, Meal tickets, discounts at several partners;
    • Medical & healthcare options: Private medical subscription; Life insurance;
    • Mental healthcare: Employee Assistance Program (24/7 online counseling)
    • One day off to celebrate your birthday with your beloved ones;
    • Hands-on training and access to our technical labs;
    • Development Plan through Career path and coaching;
    • Open Talent Market - a platform where you can easily find your next challenge, an exciting project, or a cool mentor;
    • Sustainability is at the heart of what we do, who we are, and what we believe in;
    • Exposure to a multicultural and dynamic environment;
    • Diversity and Inclusion – an integral part of the company's history, culture, and identity.