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Customer Service Representative CS
hace 4 meses
Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography, we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security.
Our teams work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance.
Purpose
This role executes the customer contract, works internally and externally to maximize customer satisfaction through effective contract delivery and promotes revenue generation and profitabilityKey Missions
Owns the first level customer relationship for all BAU (Business As Usual) activities, including incoming requests and enquiries Coordinates contract execution with all relevant stakeholders in order to ensure high level of customer satisfaction Manages the end-to-end Sales Order Process for all customer order activities, including stock management, quoting and invoicing Supports regulatory customer and internal compliance requirements Manages customer queries and complaints to a satisfactory resolution Supports Account Manager in relation to contract delivery Supports internal requirements in relation to service delivery Manages multiple small-medium size or complexity customer accounts with minimal support Handles customer service inquiries, requests and problems directly, through a variety of mediums and also face to face, able to manage these effectively Uses internal tools and systems effectively Gathers and reviews information, trouble shoots and makes recommendations Pepares and presents customer reports and presentations Requires a general knowledge of the organization, products and services Provides leadership, coaching and mentoring to entry level colleagues Assesses needs and suggests or promotes alternative products, services and solutions Sells or promotes products or services Organizes customer retention and growth trend documentationTo succeed at this position, you should have:
Bachelor's degree in Administration, International affairs or related. 3 years of experience as Customer Service Specialist. Strong Microsoft Excel proficiency (other reporting tools are a plus). Strong self-learning mindset. Good communication, organized and customer oriented. Advanced spoken and written English proficiency (B2 or C1)Profile & Other Information
