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Our well know client based in Watford is looking for German speaking Customer Service & Incident handling agent to join their team. Excellent communication skills with both oral & written fluency, in English and German is a requirement. Hours (40hrs pw) Monday to Friday Early shift 7am to 4pm and late shift 9am-6pm, must be required to do both Job Summary: To be responsible for the whole order management process, from placing the orders until the goods have arrived at the customer side. This requires liaising and working closely with other departments of the organisation. Opening tickets for calls and e-mails for technical emergencies and enquiries. Creating quotations and pre-payment forms and handling customer cases pro-actively. Focusing on the customer and providing an outstanding customer service through a good verbal and written communication and relationship building. Following internal processes while thinking independently and outside the box. Key Responsibilities: To manage customer enquiries (via phone or e-mails) in a timely manner to provide our customers with an efficient, reliable service To manage customer orders (with an increasing emphasis on electronic orders) from order entry to billing, as well as sending and following up on quotations and pre-payment documents Opening, updating and managing tickets/cases in our system for each customer enquiry in line with customer expectations and within their contract terms and liaising with other departments To respond effectively to queries relating to customer orders and deliveries, resolving customer complaints and queries as well as raising credits and debits to ensure any outstanding customer deductions are resolved and all information communicated in a timely manner To manage deliveries in line with customer expectations, liaising with 3rd party warehouses and other supply chain contacts To dispatch customer and partner requests for support through the correct channels to make it possible for the technical support team to act on the customer request To monitor/navigate multiple systems and ticket queues constantly throughout the workday To be in regular contact with our Sales Account Managers and other internal departments to ensure relevant information relating to customer orders, enquiries & deliveries is communicated in a timely manner (especially changes to expected customer demand abnormal orders, postponed or cancelled deliveries, etc) To understand the operational requirements of key customers (key contacts, delivery specifications, booking requirements, etc) To implement process improvements which will improve operational effectiveness and enhance profitability To ensure that customer account records are kept up to date for audit purposes To identify and resolve with the data management team any master data errors affecting the OTC process To provide support for other members of the team (and back up as required for other CS teams)
As a Customer Care Advisor you'll be at the heart of building strong customer relationships enabling you to bring the voice of the Italian customer to the site and ensuring that assigned Italian customers' requirements are met in the most efficient and cost effective way. The Company we're recruiting for ensure they inspire, challenge and put their heart and soul into their customers and each other. Job Title: Customer Care Advisor Italian speaking Location: Ashford (office based), free parking Hours: Monday-Friday, 8:30am-5pm or 9am-5:30pm Department: You'll be working as part of the Supply chain team (this position is working in modern offices and isn't a call centre environment) As a Customer Care Advisor you will be responsible for: Building strong customer relationships by providing support for assigned customers, to manage customer expectations and actively work with the Customer Care Team on customer intimacy and delivering superior customer experiences. Displaying account management expertise by carrying out requests for changes and dealing with enquiries from internal and external customers. Preparing debit and credit notes, processing customer complaints and returns. Updating and maintaining accurate customer records, including customer specific information, contracts, labelling, packaging and stock requirements. Participating in continuous improvement initiatives by continuously identifying opportunities for improvement within Customer Care and taking part in projects when relevant. Collaborating with Planning on information relating to demand planning and stock positions, actively participating in demand planning meetings. Proactively asking for and acting on customer feedback. This amazing company would like to recruit a candidate with the following: Fluent in Business Italian Experience of working in a customer service environment, dealing with internal and external customers to resolve any issues promptly and effectively Experience/knowledge in Exports and International Trade Administration and order processing experience Intermediate Excel capability SAP experience would be ideal but not essential Next steps: If you have the above skills and experience then please apply today - this is such an incredible opportunity where you can really grow your career at this company. Alternatively if you know someone who may be suitable for this role please share the details. If you successfully refer a friend for the above role, you will receive a £100 voucher of your choice! Terms apply Please note if your skills match the requirements for the job then you will receive an e-mail from us (remember to check your junk mail). If you do please call us on ASAP or within 24 hours to discuss the position in further detail with Bonnie (Candidate Manager) or Nicola (Permanent Consultant). We look forward to your application. Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer. By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.