Customer Service Representative

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MISSION : Is in charge of managing orders, monitoring execution and treating customers’ requests to meet service commitment and improve customer satisfaction

KEY EXPECTED ACHIEVEMENTS
Manage Order & delivery
• Captures, records and commits customer orders according to customer needs, agreement and defined service level
• Proposes product alternatives in case of phase-out or shortage
• If relevant, optimizes, plans and coordinates the delivery with customers and partners
Monitor Execution
• Handles customer orders portfolio and monitors execution
• Liaise with the relevant partners to ensure on-time deliveries and service commitment
• Proactively alerts customer in case of any event, delay or failure regarding the service commitment and engages in the search for a solution to the customer
• Informs and follows up with customers
Manage Request
• Captures customer’s requests & claims
• Analyses and provides issue resolution or appropriate answer
• Contacts, follows up and closes the loop with customer
• Performs basic root cause analysis and implements corrective actions to eliminate reoccurrences.
• Shares recurring problems with the relevant internal partner(s) in order to find solutions
Support sales
• Seizes opportunity to up-sell and cross-sell in response to Customer orders, requests and portfolio management
Apply and improve work methods
• Applies standards and procedures (including internal control rules & embargo ….).
• Contributes to continuous improvement to enhance work methods and customer satisfaction