Customer Operations Operator RomaniaBulgaria markets
București, RO
2 zile în urmă
source : jobs4it

Job purpose : Guarantee the service level application in order to achieve the efficient and excellent customer satisfaction for market / customers both at local and Regional level.

  • Main responsibilities : 1) ORDERS AND CUSTOMER REQUESTS MANANGEMENT estimation weight 35%Handle of orders and the internal and external customer requests (claims creation, order creation, backorder managing, delivery agreement with the customer) following the priority assigned and the given procedures;
  • SAP system calculation returns due to CC errors vs. pieces created (items) same month.2) SERVICE LEVEL % CALLS AND ASA estimation weight 30%Handling inbound calls within given KPI’s, keeping high the quality of answers;
  • Monitoring calls by CISCO tool in order to maintain and improve SL fixed, quarterly;Objective Manage the 90% of incoming calls in an average of 20 sec.

  • 3) DISTRIBUTION ISSUES SUPPORT estimation weight 20%Solve and give proper answer to customer’s delivery enquires.4) REPORTING estimation weight 15%Monitoring and analysis of the activities (correct orders created, quality of answer given to the customers, deliveries agreements with the customers, backorder managing, reserved stock managing) and share the data with the manager in order to improve the SL and find the best practices;
  • Manage, monitor and perform the quality and success of the SLA in line with ISO requirements and Quality Manual Statement during the annual internal and external Audits.

    JOB REQUIREMENTS : Diploma and / or Degree (3-5 years) in Humanistic and / or Economics as preferenceReliable person with very good communication skills both written and spokenCustomer-

    oriented approach; efficient service levelProblem SolvingAble to perform under pressure and with demanding deadlinesIntegrity and Teamwork is a mustIT literacy : Office package good in Excel / SAP users knowledgeLanguages required (mandatory) : Romanian : nativeEnglish : fluentBulgarian and / or Russian : fluentExperience : Min 3 years as Customer Service and / or Contact Center Operator and / or Back Office / Logistics roleExperience in structured or multinational organization and with matrix environment on which the Customer Service is a key part of the selling distribution process.

    OUR CLIENT OFFERS : apply online nowIf you fulfill these criteria and are ready for a challenge, please submit your application online.

    Your consultant, Mihaela Ancu, mihaela.ancu, will contact you promptly upon receipt.

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