Customer Experience Associate / Representative

Main Purpose

The Customer Experience Associate/Representative respond to customer inquiries, guide customers through the purchasing process, make product or service recommendations, and resolve complaints or technical concern. Support the delivery of administrative and operations assistance to sales and distribution team, designed to promote revenue growth, margins, productivity, and exceptional levels of customer satisfaction. This is a 6-month fixed term contract position.

Responsibilities

• Provide timely, accurate and competent response to customer’s inquiries via webchat, email, or phone. Proactively address customer concerns with confidence. Escalate and collaborate with internal teams, when needed.
• Assist sales/distribution team and other colleagues across the organization, to enhance and streamline the workflow within the business division
• Provide administrative support to sales team for BP, Deal and Quote creation and Maintenance
• Prepare quotes and submit to sales/customers within specified timelines
• Validation and order entry of customer purchase orders within specified timelines
• Adhere to all post order entry activities, including but not limited to order acknowledgement, organize, and oversee the shipments, issue customer invoice and other supporting documents,
• Ensure timely resolution of all potential roadblocks preventing order processing flowing seamlessly to fulfilment
• Be an advocate of our organization and strive to exceed in customer satisfaction ratings
• Collaborate with Customers, Strategic Partners, service providers, and other Taoglas departments such as sales, distribution, and production teams
• Participate and support the new initiatives for CX team, contribute with ideas and feedback to the continuous improvements

Knowledge and Experience

• Minimum 1 years of customer service of customer service/sales process positions, ideally in electrical manufacturing or wireless industry
• Exceptionally strong customer handling, conflict resolution, and problem-solving skills; focus on quality in customer experience
• Attention to detail and order entry accuracy.
• Strong PC literacy skills
• Effective interpersonal and communication skills.
• Positive attitude with a willingness to learn.
• Creativity and strong problem-solving skills.
• Ability to work effectively both independently and as part of a team.
• Multi-Tasking and Time Management skills.

Desirable Qualifications and Skills

• High level proficiency in the MS Office required
• Prior experience of Data Entry, Order processing and Management using SAP BI or other ERP system
• Prior experience of Hubspot CRM and SLA Ticketing systems a bonus
• Business fluent in written and spoken English, other European languages represent a plus