Customer Excellence Representative with French
Provide exceptional customer service end-to-end within the Customer Excellence Department
Key Accountabilities
- Through incoming customer emails and phone calls, provide information about services, take, enter and process orders, answer email regarding invoices status and obtain details of issues/complaints. Attempt to resolve customer enquiries through first contact resolution.
- First touch issue resolution - owning and investigating customer generated issues across all our products, in an end-to-end process in our customer’s journey, using critical thinking to identify solutions, escalating to the relevant team or relevant Department where first touch resolution is not possible.
- Liaising with other Customer Excellence teams to support the resolution of customer queries in a timely and professional manner, including but not limited to:
- Invoice related questions, order related questions, services, customer data and inventory administration, support for our online platforms:
- Service customer queries via Live Web Chat on Communities
- Provide support in solving Disputes and escalations that might impact the collection process
- Maintain a comprehensive product knowledge
- To promote a ‘customer first’ approach to all activities carried out.
- To ensure a professional, courteous and pro-active flow of communication between the business and the clients it serves. This will include regular interaction with the customer and all business areas
- Supporting Customer Care department to create efficiencies through reduction in waste and helping to drive self-serve initiatives.
- Effective case management in adherence with agreed SLA’s
Qualifications:
- English Language B2+ skills
- French Language C1+ skills
- Good written and oral communication skills
- Good interpersonal skills
- Flexible and customer first team player
- Computer literate – Microsoft Office/G Suite
- Confident in multi-tasking
- Basic level of technological understanding
- Department
- BPO/SSC
- Locations
- Cluj-Napoca
Colleagues
About Sales Consulting
Since 1998, we've been active in the Human Resources consulting market, providing regional coverage across four key areas of expertise: recruitment and selection, personnel leasing, assessment centers and consultancy. As leaders in Transylvania, we've expanded our reach to embrace a culture of continuous improvement, thereby strengthening our position in the Romanian and also regional market. This commitment underscores our dedication to evolve alongside the dynamic needs of our clients and the ever-changing landscape of the business environment.
Our success stems from the professionalism of our services, the multidisciplinary expertise of our consulting team and our ongoing collaboration with those who rely on our consultancy services.
Building long-term partnerships with clients across diverse industries such as IT&C, automotive, outsourcing, pharma, banking, FMCG and more, is our primary objective.
Our commitment to client orientation, teamwork, flexibility, excellence, dedication and responsibility reflects our aim to bring added value to our services.
Customer Excellence Representative with French
Provide exceptional customer service end-to-end within the Customer Excellence Department
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