Alamat
Bentuk pekerjaanJob Description
As a Customer Service Specialist, you will play a key role in ensuring exceptional customer satisfaction by addressing inquiries, resolving issues, order entry, product pricing assistance and providing proactive support. This position requires strong communication skills, a customer-centric approach, and the ability to navigate various customer interactions.
What this job involves:
Customer Interaction:
- Respond to customer inquiries via phone and email in a prompt and professional manner.
- Provide accurate and detailed information regarding products, services, and policies.
- Act as the main point of contact for escalated issues and complex problem resolution.
Administration and support:
- Entry of customer orders or instructions into internal databases and raising associated invoices, assisting with billing queries.
- Provide helpdesk and technical support and guidance for clients using self-service platforms, understanding escalation processes for non-resolvable issues.
Product Knowledge:
- Acquire in-depth knowledge of company products, pricing, features, and usage to assist customers effectively.
- Stay informed about product pricing updates, changes, and industry trends.
Proactive Support:
- Reach out to customers to ensure satisfaction, gather feedback, and address potential issues.
- Identify opportunities to upsell or cross-sell products or services based on customer needs.
Communication:
- Communicate effectively with customers, colleagues, and other departments.
- Collaborate with cross-functional teams to resolve customer queries and improve processes.
Quality Assurance:
- Maintain a high standard of service quality in all customer interactions.
- Participate in ongoing training programs to enhance skills and stay updated on best practices.
Documentation:
- Document customer interactions accurately in the CRM system.
- Contribute to the development and maintenance of customer support knowledge base.
Educational Support:
- Assist customers with trails, administrative set up and troubleshooting.
- Provide guidance on self-service options and resources.
Customer Feedback:
- Gather and relay customer feedback to relevant teams for continuous improvement.
- Identify patterns in customer issues and collaborate on preventative measures.
Market-Specific Expertise:
- Demonstrate a deep understanding of the EMEA market, including cultural nuances, customer expectations, and regional trends.
- Utilize market knowledge to tailor Customer Service strategies and initiatives.
What you need to have:
- Proven experience in a Customer Service role.
- Minimum of seven years of experience in Customer Service, with a focus on the EMEA market.
- Excellent communication and interpersonal skills.
- Ability to navigate customer interactions with empathy and professionalism.
- Familiarity with CRM software and customer support order management tools.
- Problem-solving skills and a proactive approach to customer satisfaction.
- Adaptability to a dynamic and fast-paced work environment.
- Multilingual proficiency desirable, with fluency in German and/or French.
