Customer Care Agent - Barcelona, España - BOBST

BOBST

Empresa verificada

Barcelona, España

hace 2 semanas

Publicado por:

Isabel García

beBee Recruiter

Descripción

Customer Care Agent

BES - Bobst Iberica S.L.

Summary of main tasks:

Answer & Register Service requests (tickets)
Answer & Register parts requests (offers/orders)
Support Regional Service Managers and Level 2 agents
Follow & track KPI / Service Level Objectives (Severity Scheme) for tickets and parts flows
Close 1th loop of Customer Loyalty processes
Parts and service invoice

Principal Responsibilities

_1._

_Service Requests_

Validate customer information & check entitlement of service requests.
Transfer requests to the appropriate L
Close the service requests (tickets)

_2. _

_Parts Requests_

Prepare and follow parts quotations
Process parts orders & inform customer about expected deliveries (check schedules and potential delays).
Check delivery dates and manage retrofits, "important" projects, returns flow & package deals
For appropriate countries : create and manage the Customs documents files.
Follow all parts requests through their completion

_ 3. _

_Support L2_

Support RSM/L2 : Answer & register requests (tickets)
Provide input for sales operational file (SOF) to RSM

_4. _

_KPI & SLO_

Escalation process throught Severity Scheme (SLO/SLA) & follow/monitor it
KPI collection for different purposes (stock to come up with ideas on how to reduce stock and improve sales, review open invoicing issues)

_5._

_Customer Loyalty_

Close the 1st loop of the Customers loyalty processes (call bak, NPS by phone )

Key Daily Tasks

Answer customer calls
Validate and update customer information
Be empathetic and work as an advocate for customers
Ensure transferred calls are met with an appropriate and available Bobst employee
Ensure customers' needs are met quickly and efficiently
Invite customers to call back if they are not totally satisfied
Follow all assignments through to their completion: parts, field service, technical service or other and measures customer satisfaction
Elevate unresolved concerns to Customer Care Supervisor
For parts orders enter orders or prepare quotation and provide delivery status
Communicate regularly with other individuals/departments within the organization
Participate in business/social/professional organizations and events as requested
Participate actively in service meetings
Perform related duties as assigned or required to meet company goals and objectives
Answer customer calls
Validate and update customer information
Be empathetic and work as an advocate for customers
Ensure transferred calls are met with an appropriate and available Bobst employee
For appropriate countries, the agent is responsible for creation of the custom documents files.

Critical Skills and Personal Attributes

Systems knowledge / computer skills / database management
Integrity / trust
Promotes quality and value
Establishes relationships / articulate
Process knowledge
Excellent verbal and written communication skills
Positive Attitude
Time management
Sales skills (promotes Bobst organization and products)
Customer focus
Excellent telephone etiquette
Problem identification / solution provider

Minimum Education and Background Required

Education

Associate Degree with strong experience or Bachelor's Degree

Background

Experience in a Customer Service environment.
Knowledge of printing or packaging industry is highly desirable

Languages:

English and Spanish are mandatory

Office programs at our level
- pack Office (Outlook, Word, Excel) and SAP.

For more than 130 years, and over 50 countries, BOBST has always been at the forefront of innovation and we want to accelerate connectivity, digitalization, automation and sustainability to make packaging better than ever.

BOBST is one of the world's leading suppliers of equipment and services to packaging and label manufacturers in the folding carton, corrugated board and flexible materials industries.

Join our highly qualified staff and together, let's shape the future of the packaging world.