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Job Title: Customer Service Specialist – Greek Speaking
Location: Chester, North West
Pay Rate: Up to £17.00 Per Hour PAYE
12 Month Contract – Possibility of extension/made permanent.
My Global pharmaceutical client is looking for a customer service associate to join their team initially on a 12-month contract basis.
Position Purpose
• Interact with customers to receive and process orders
• Handle billing and account inquiries.
• Investigate and resolve customer issues
• Understand policies around order management and execute in compliance with Global Distribution Practices (GDP)
• Support with preparation of Extract and analyse data.
• Handle escalation from specialists and acting as first line problem solver.
• Escalate to Manager any complex enquiry and collaborate on solution.
Key Responsibilities
• Receive orders and enter them in SAP system after performing validations.
• Receive and answer customer enquiries through phone, e-mail and fax and record in CRM system.
• Inform customers in case of quality issues related to product, recalls, or put on hold situations.
• Master the quality complaint procedure and adverse event as defined per SOP.
• Monitor all open orders/deliveries until completion.
• Handle exceptions, coordinate with stakeholder and escalate.
• Determine root causes and inform customers of outcomes with additional responsibility of first line analysis to communicate to Manager.
• Escalate order management disputes issues to in-market Order to Cash (O2C) team.
• Master the understanding of business logistics and Handle through customer complaints the creation of debit/credit.
• Perform Audit Control report review and escalate any potential deficiency.
• Understand customer qualification market specifics and provide Support for customer qualification process through the direct interaction with the customer.
Knowledge, Skills & Qualifications
• Business fluent in Greek, required.
• Experience in customer service and logistics would be beneficial.
• Ability to use SAP (SD module) and other Customer Service applications.
• Advance knowledge and use of Office productivity tools
• Ability to identify, analyse and solve problems, with limited guidance.
• Quantitative and analytical skills.
• Take responsibility and accountability for successful completion of assigned tasks to themselves as well as the team.
• Work prioritization and planning. Define long term activity schedule guided by direct manager.
• Co-operate with other teams both internally and with external parties.
• Identify and drive areas for continuous improvement.
