Customer Support Representative with French

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Employer: Schneider Electric
  • Customer Support - Client Service
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Updated at: 12.09.2018
    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


    - Education - Bachelor’s Degree requested
    - Fluent in French
    - Excellent command of English language
    - Minimum 1 year experience in customer support is desirable
    - Ability to multi - task (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
    - Good verbal and written communication skills are required
    - Flexible and an ability to learn quickly
    - Previous CRM experience of advantage


    - Providing post-sales support to APC’s customers. Validate entitlement, assisting customers with unit diagnosis, troubleshooting and completing RMA’s when necessary Assure a proper escalation to the 2nd level support when necessary;
    - For pre-sales customers this will involve referring customers to local resellers / creating web orders, once customer’s specific needs have been identified. Identifying opportunities and escalating to the correct APC contact. Advising customers on the correct solution for their requirements;
    - Logging customer details and problem description for all Customers. Escalating cases to the technical support engineers for advanced troubleshooting and resolution;
    - Take complete ownership of all Customers issues until resolution and ensure timely follow up on all commitments;
    Respond to requests on product pricing and features;
    - Follow up on leads generated from marketing activities. Identify opportunities from the leads and enter opportunity into InTouch for follow up by sales;
    - Provide language support to escalation teams where necessary.

    Other info


    The primary responsibility of this role is to act as a single point of contact and provide support to all customers in their region, establishing a strong and professional relationship with assigned accounts and contacts whilst assisting the relevant sales team to increase revenue and market share. 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 APC. Queries will include but are not limited to the following:
    - Post sales - RMA and escalation of more technical queries
    - Pre sales – sizing queries, reseller referrals, opportunity identification, e-commerce.
    - Follow up on Leads generated from marketing activities.

    Our overall objective is to improve our Customer Satisfaction by providing a high quality professional Service to APC customers in EMEA.
    This role will also be required to ensure that customers are continually provided with timely and professional communications by proactively communicating with customers, regarding their open issues including service orders.

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