Customer Care Agent
Responsibilities:
Maintaining Customer Contact:
· Being the first point of contact for the customer (in 1 or 2 foreign languages)
· Maintaining contact with customers and service providers
· Exchanging operational information with customers and relevant colleagues and/or departments
· Paying attention to customers' questions, wishes and needs and promoting the operational relationship
· Receiving complaints and escalating them to leadership
· Providing feedback to customers regarding complaints, after consultation with the manager
Processing Orders and Data:
· Controlling and monitoring the progress of operational activities using the automated system
· Accepting and administrative handling of orders and, if necessary, drawing up, processing or checking documents in accordance with set guidelines
· Processing of incoming and outgoing goods and return shipments in an automated system
· Keeping product, location and master data up to date in the automated information system
· Performing other duties as assigned
· Creating and sending of invoices and credit invoices
Managing Administration:
· Checking, entering and updating customer data using the information system
Contribution to Projects:
· Making (improvement) proposal to the manager
Reports:
· Assisting with reporting and informing customers about achieved results regarding or in accordance with the KPIs and SLAs, periodically and ad hoc
Complying with Laws, Regulations, and Procedures:
· Adhering to and securing quality and ISO requirements according to agreed procedures and instructions
Job Requirements:
· High school diploma or GED equivalent
· Knowledge of logistical administrative processes
· Experience with quality processes
Competencies and Skills:
· Customer-oriented
· Accurate
· Fluent in English (spoken and written), a foreign language preferred
· Strong social and communication skills (spoken and written)
· Experience with automated information systems preferred
· Experience with MS Office preferred
