Work Flexibility: Hybrid
Position Summary
The Lead ProCare Customer Service Representative is an experienced ProCare Customer Service Representative, well-versed in the day-to-day activities and the procedures around technical customer service including service
contract management. The Lead ProCare Customer Service Representative has a good view of the way the team integrates with other teams in the ecosystem.
Key Activities & Responsibilities
- Processing Repair / Work Orders incl. Loaner management
- Arranging returns and collections and handling proof of delivery and pricing requests
- Handling incoming e-mails and calls
- Proactively communicating with internal & external customers
- Investigating and resolving invoice disputes
- Logging and follow up of issue resolution and related communication back to the customer
- Take responsibility for executing tasks and supporting colleagues across several complex areas / processes
- and queries
- Work with your colleagues to effectively organize and prioritize the tasks within your specific areas
- Working collaboratively with other functions and divisions on cross-functional or customer specific topics
- Assist in supporting and training more junior colleagues
- Act as a mentor for more junior customer service representatives
Education / Qualifications
- High School diploma or equivalent
Preferred:
- Further education in a relevant discipline
Experience / Skills
Essential:
- 3 years in technical customer service, order management or contact center roles
- Has demonstrated the ability to build strong relationships with customers and colleagues
- Can communicate proactively and professionally with Sales team members and Customers
- Ability to adapt to different types of people and situations to ensure positive outcomes
- Advanced knowledge of MS Excel, MS Outlook, MS Word, Internet
- ERP experience
- Fluent in English
Desirable:
- Solid understanding of Customer Service process flows
- Solid understanding of good documentation practices and documentation retention
- Experience in service and maintenance, order management or technical customer contact processes
- Working level of Dutch and/or French
Travel Percentage: None