.. Provide high-quality virtual customer support through ticket systems (chat and email) and possibly phone Ensure low to medium-complexity customer issues are resolved using procedures Ensure high customer satisfaction and demonstrate empathy while solving customer concerns May perform root cause analysis .. outros
Description Are you passionate about Customer Service Management and have experience in this area? We are looking for our new Customer Service Order Management to integrate our team in the Italian market!If you feel like this is up your speed, then you may be the person we are looking for! The contract will be signed directly with the client. What you'll do Receive and distribute incoming customer orders;Communicate order entry and fulfillment issues with Sales and Customer Experience members as required;Ensure record accuracy by maintaining data integrity during the order entry process;Handles order management from entry to delivery and resolves complex customer billing issues, ensuring effective resolution and an improved customer experience;Collaborates and coordinates cross-functionally with Customer Care, Pricing Team and Accounts Receivable to ensure correct information;Identifies continuous improvement opportunities and provides feedback for process improvement and at knowledge database updates;Provides support to other Care team members as needed;Follows up on internal holds pertaining to credits processed on behalf of customers;Intimately understand proper case handling process and can identify different business unit responsibilities. Requirements To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.The requirements listed below are representative of the knowledge, skill, and/or ability required.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Minimum 2 year of experience in a customer service role;Proven track record driving process improvement initiatives;Experience working with ERP systems: Oracle, Agile and Salesforce preferred;Excellent mandatory written communication in English + one other European language;Excellent problem-solving skills and mathematical reasoning;Accurate and timely execution;Ability to multi-task, embrace change and innovate in a fast-paced environment;Ability to analyze data to identify trends and root cause issues;Ability to adapt in a dynamic work environment and make independent decisions;Basic Excel SkillsRepresents the company professionally, ethically and morally at all times. Offer Health Insurance (employees with an Aon sponsored health plan that provides competitive coverage (50th percentile), 24/7 Doctor App, 2nd medical opinions, prescription, dental and vision coverage and more);Sick Leave (100% of pay for the first 3 days of a state paid leaves, would not apply for hospitalizations covered by the state from day 1, vacation and holidays and 25 days of vacation and the state mandated 13 public holiday.The contract will be signed directly with the client.