Back Office Customer Support with French (Part-time)
Романија (Општина Центар) Bachelor's Degree Administration
Job description
Objective:
Act as support/back office for internal and external customers in the assigned country: data entry/order administration.
Responsibilities:
· 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, order entry, quotations support on on-line self-service tools, product return (RMA); order management, invoice, deliveries;
· Responsible for answering e-mails, web based tickets and prioritizing customer's support needs;
· 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 product;
· Provide support to the customers for solving the logistic and commercial complaints;
· Complete documentation and follow up on all commitments and customer details;
· Generate and send Customer Order Acknowledgement;
· Escalate Order Issues;
· Validates and calculates pricing using system tools;
· Organizes and sets priority of their assigned order entry workload for efficient execution;
· Provide support for proactive information communication and data gathering;
· Ongoing proactive research and learning about new products, technologies and applications;
· Participate in the interaction center's continuous improvement process;
· Acts as back-up for the colleagues when they are not in the office and/or for the colleagues who offer support for different entities;
· Follow-up on open customer queries in order to close the request in the shortest possible time;
· Establish a strong and professional relationship with assigned customers while assisting the relevant sales team to increase revenue and market share.
Desired profile
Qualifications :
· Education: Associate's Degree requested, Bachelor's Degree preferred;
· Fluent in English and French ;
· Previous experience in customer support and administration/order management is desirable;
· Ability to multitask;
· PC skills (Microsoft, Windows, ERPs);
· Basic aptitude for learning technical concepts 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 having the ability to learn quickly;
· Previous CRM experience is an advantage.