Work Flexibility: Hybrid or Onsite

What you will do:

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

What you will need:

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
Good ERP system knowledge

5 years in technical customer service, order management or contact center roles
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
Has some experience of handling difficult situations independently
Working level of English

Being able to stay in act and to remain calm under pressure, whilst communicating effectively to customers and other stakeholders
Proven ability to solve problems and queries
Ability to work on their own initiative, prioritizing and organizing workload based on their own experience as well as input from supervisor
Highly customer focused
Strong collaborator which sets high performance standards
Strong internal drive and motivation to make a difference
Positive, optimistic mindset and can-do attitude
Initiator that can identify and initiates actions to improve process outputs on Service, Cost & Quality
Acts with integrity
Ability to make autonomous decisions on operational and tactical levels
Willingness to develop lean approach. Solid troubleshooting and problem solving skills under pressure are required

Travel Percentage: 10%

ProCare Customer Experience Lead Representative