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My client is the world leader in the manufacturing of IT memory products that we use in our everyday devises from computer to phones, medical equipment and cameras to name a few. As a Customer Service Representative, you will be responsible for providing excellent customer service to their clients and customers. The European Customer Service and RMA team is primarily responsible for emails, Chat and Social Media queries that come from throughout EMEA. This position is also responsible for coordinating the return of products.
It is the responsibility of the Trilingual Customer Service Specialist to provide first level technical support. Requests that exceed first level technical support need to be logged and escalated to the Technical Support department. Translation help may be required on some cases. Fluency in English, French and Spanish is esssential
2. Manage the Customer Service and RMA Email databases ensuring that a 24-hour response is achieved.
3. To effectively monitor service levels and customer satisfaction and contribute actively towards a smooth customer experience. Clearly communicate with customers via e-mail and phone. Where applicable, deal with complaints from customers and make good business decisions to resolve them.
4. To create and maintain clear and detailed work records in the CRM database and other work tools and update the various logs when applicable.
5. Handle Live Chats requests from EMEA.
6. Provide support to customers contacting us via our Social Media platforms in a timely and efficient manner.
7. To deal with RMA Replacement requests from distributors, resellers and endusers from the EMEA region.
8. To deal with credit defective, stock rotation and refund requests by checking purchase histories and calculating prices.
9. To deal with all Advance Replacements as a priority matter and applying policies according to customer’s profiles. Actively following up on Advance Replacements, ensuring products are returned within the agreed timeframe. Queries may be escalated to Finance to issue invoices for pending cases.
10. To deal with special product requests from Technical Support and cooperate with Warehouse, UK and Worldwide Planning to arrange the correct product specifications.
11. To work closely with direct accounts to facilitate their RMA requests. To maintain effective relationships while applying their contractual rights and company policies. To escalate to Sales/BDMs when applicable.
12. To provide regular and timely updates to customers about their pending RMA cases while checking the status of the delivery, with particular attention to our Service Centre resource.
13. To assist customers buying directly from their Shop. To facilitate their purchase journey by answering questions linked to our shop website, delivery queries and return options.
14. To work closely with other departments such as Technical, Support, Inside Sales, UK and Worldwide Planning, RMA
15. To deal with and resolve carrier queries for RMA shipments.
Requirements:- You should be customer focused, have excellent communication and organisational skills, and a minimum of 1 year’s administrative experience or customer facing duties. The candidate should be computer literate and be able to multitask.
You should have the ability to co-ordinate and resolve a variety of customer concerns/queries. Ability to prioritise their own workload, be able to co-operate with others in a close team environment, be numerate and be able to use independent judgment.
The candidate should have a high level of written English combined with fluency in French and Spanish or Italian in order to respond to emails and Chat enquiries in a highly professional manner.
Circumstances:
We offer competitive pay, health benefits and opportunities for career advancement. If you meet the qualifications listed above and are interested in this exciting opportunity, please submit your CV for consideration.
