Context & Challenges:
Role supports customers of a defined geography in a fast-paced, multichannel environment, and interfaces with several Air Liquide departments that contribute to resolving customer inquiry or issue.
First point of contact and an expert problem-solver for our customers, capable of transforming frustrating situations into positive, lasting experiences while ensuring the customer feels heard, valued, and supported.
Mission Statement:
The mission is to serve as the dedicated owner and single point of contact for the support experience, taking full "caretaker" responsibility to resolve customer inquiries in cooperation with other departments, while ensuring speedy resolutions and consistent, high-quality assistance. To achieve this, key responsibilities include managing all necessary support transactions (stock, credit/debit, e.g.) and meticulously logging issues.
A primary focus, however, moves beyond daily tasks to strategically drive the adoption of digital solutions by actively convincing and guiding customers to use existing self-service tools and platforms. Working with system tools and AI to analyze customer behaviour and gain knowledge to use for improving customer satisfaction and internal processes.
Accountabilities
The role manages the following tasks:
Receival of incoming inquiries from customers
Case and claim registration into CRM, investigation, potential mediation, and handling
Case / claim related debit / credit handling
Providing supportive documentation for customer onboarding
Digital support to customers (Customer Website)
Customer communication in the form of providing information not available for them from other Air Liquide departments or Customer Website
Lead creation and mediation from inbound traffic
Support for reactive actions, e.g. administrative handling of churn cases.
Proactive data consistency actions, efficiency and profitability actions, and actions to improve Customer Experience
Ensuring compliance to rules, regulations and policies
Education
At minimum, a high school diploma or an equivalent vocational degree. However, skills, personality and relevant experience is prioritized over educational degrees.
In addition to induction training, the following mandatory training will be provided annually by Air Liquide:
Anti bribery
Antitrust
Code of conduct
Good Distribution
Practice Pharmacovigilance
Experience
As a preferred background, work experience within e.g. customer service, finance, sales or logistics.
Competencies
Hard skills:
Language proficiency:
Fluent in SWEDISH and/or NORWEIGIAN. Speaking both languages or another Nordic language is meriting.
At minimum, pre-intermediate in English
Adopts new IT systems quickly; examples of Customer Service tools at Air Liquide: ERP system (SAP), CRM (Salesforce.com), Google Apps, Power BI (Wave), Gemini and the other Google AI-tools.
Quickly learns new procedures and routines, has a precise way of working that respects procedures and routines and ensures consistent, high quality.
Analytical and logical, structured, good with numbers
Identifies problems, finds solutions to resolve short term needs, and develops long term processes to avoid future occurrences and to make the processes more efficient.
Soft skills :
Service-minded
Not afraid of direct contact with customers and colleagues.
Listens and responds to customers issues, requests and/or ideas with empathy.
Develops relationships with customers over the phone and digitally.
Solution focused, taking action to respond quickly, meet customers needs and resolve problems.
Concerned with people as much as with results
Shows respect for others
Gets to know others and forms relationships, connects with other departments (Sales, Supply chain, Finance, etc.) and maintains relationships with colleagues
Positively influences others, easily obtains cooperation from others, cooperates oneself
Team player
Shares knowledge and experience, and makes oneself available
Listens, gathers information, takes in account the needs, ideas and views of others.
Open-minded and able to learn from the experience and knowledge of other team members
Self-driven
Manages personal efficiency and competing priorities in a sometimes pressured situation.
Initiates actions, ideas or solutions spontaneously on her/his own, undertakes action without waiting for directives, uses all of her/his resources before asking for help, establishes her/his performance objectives and deadlines.
Follows up.
Demonstrates responsibility and accountability to achieve stated objectives and follow-up rules.
Promotes and achieves Safety and Security.
Thrives in a multicultural, dynamic and changing environment.
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Our Differences make our Performance
At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.
We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.