Customer Care Specialist with Dutch
CHEP
Madrid, Madrid, ES
hace 2 días

Position Description

Customer Care specialist is the main contact for day to day queries and complaints of customers, with the responsibility of delivering excellent customer service in a timely manner.

Key Accountabilities :

  • Professional & courteous response to all incoming calls / queries / complaints from customers in a timely manner and with high quality standard
  • Prompt and efficient follow-up of customer queries & service requests
  • Record customer queries / complaints in Siebel
  • Ensure the investigation and resolution of customer enqueries and complex issues with minimal delay, in a competent and professional manner.
  • When there is a delay of more than 48 hours, the customer is to be communicated at all times

  • Onboard new customers including MyCHEP training and provide hypercare until the first invoice is issued
  • Process customer orders and declarations accurately when logged in manually
  • Resolve credit, invoicing and pricing queries. Raise credit notes, manual invoices if needed
  • Actively work to understand CHEP’s business functions, systems and products to be able to provide first time query resolution and excellent service to customers
  • Provide analytical data and support on specific account queries and query findings
  • Identify areas of potential revenue growth / cost reduction to continually improve business metrics and customer experience
  • Plan and implement service improvement actions by contacting and working with customers proactively
  • React positively to problems / issues and take preventive actions with a root-cause analysis.
  • Ensure best in class service is given to customers to improve NPS scores
  • Demonstrate an indepth understanding of customers’ operations, supply chain flows & needs
  • Ensure no overdue debt from customers and provide support for bad debt resolution
  • Manage and maintain customer database and account balances accurately in the systems
  • Ask for self counts, negotiate audit results with customers and raise LEC invoices if required
  • Qualifications & Experience :

  • Desirable : University Degree in Business Administration or business related studies
  • 2-3 years of business experience
  • Minimum 2 years of customer service or support experience
  • Skills & Knowledge :

  • Strong organisation and prioritization skills
  • Excellent customer service and relationship building skills
  • Excellent written and verbal communication skills
  • Good knowledge of MS Office (Excel, Word, Powerpoint) skills
  • Commitment to customer focus with strong listening and account management skills
  • Strong analytical and problem solving skills
  • Self-initiator and results driven
  • Detail oriented and a team player
  • Languages :

  • English & Dutch at a proficient level are a must
  • French, Italian, Spanish and German are desirable
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