Act as an entry point of contact and provide support to all customers in the assigned country : greetings, Log Interaction, Identification of Customers.
This will involve resolution for the majority of customer queries and ensuring complex cases are escalated to and followed up by the correct point of contact within the company.
Queries will include but are not limited to the following :
Post-sales product return (RMA); order management, invoice, deliveries
Provide basic technical support to customers and escalation of more technical queries
Pre-sales Price and availability, giving a catalog reference, order entry, quotations, opportunity identification, e-commerce, knowledge management
What will you do :
Provide first level general support pre-sales and post-sales, mail and electronic to customers and partners or assure a proper escalation to the first level technical support : price & availability, product selection, product substitution, answer the question on catalog or on-line application, support on online self-service tools;
Responsible for answering e-mails, web-based tickets and prioritizing customer’s support needs;
Responsible for incoming telephone calls (when necessary);
Order Management : enter, change, manage requests related to orders in cooperation with country representatives;
Provide support to the customers for commercial, technical and logistic returns products;
Provide support to the customers for solving the logistic and commercial complaints;
Proactive information communication;
Complete documentation and follow up on all commitments and customer details;
Actively create / modify CRM and knowledge databases.
Experience and skills we are looking for :
Education : Bachelor's degree is preferred;
Fluent in English and French;
Previous experience in customer support or sales is desirable;
Previous experience in the electrical field is an advantage;
Ability to multi-task (logging queries while speaking with customers);
PC skills (Microsoft, Windows, ERPs);
The capacity to learn basic technical concepts is essential;
Excellent interpersonal, communications, and time management skills;
Ability to work on own initiative, but also as part of a team;
Strong verbal and written communication skills are required;
Flexible and have the ability to learn quickly;
Previous CRM experiences an advantage.
What we offer :
Possibility to work from home according to internal policy;
Massage and fruit days at the office;
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;
An employer with a high focus on Sustainability;
Development Programs Career Path & Talent Academy;
Diversity and Inclusion -an integral part of the company's history, culture, and identity.