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Nivel cariera

Senior (5-10 ani)

Limbi vorbite

engleză

Adresa/ adresele jobului

Sibiu

Acest job nu mai este activ.

The Customer Service Manager is responsible to ensure that all our shipments will be distributed according Pall-Ex high delivery performance standards in close cooperation with network members and Pall-Ex team. Ensures all other administrative tasks in accordance with procedures embodied in various protocols and licenses and in accordance with Pall-Ex Romania regulations.

Responsibilities

• providing help and advice to Pall-Ex members/ customers using organisation’s products or services;
• communicating courteously with Pall-Ex members/ customers by telephone, email, letter and face to face;
• investigating and solving Pall-Ex members/ customers' problems, which may be complex or long-standing problems that have been passed on by customer service/ ops support assistants;
• handling Pall-Ex members/ customer complaints or any major incidents;
• issuing refunds or compensation to customers;
• keeping accurate records of discussions or correspondence with Pall-Ex members/ customers;
• analysing statistics or other data to determine the level of customer service/ operational support provided by Pall-Ex;
• producing written information for Pall-Ex members/ customers, often involving use of computer packages/ software;
• writing reports analysing the customer service provided to our clients;
• developing feedback or complaints procedures for Pall-Ex members/ customers to use;
• improving customer service/ operational support procedures, policies and standards for our organisation;
• meeting with other managers to discuss possible improvements to customer service/ operational support to members;
• being involved in staff recruitment and appraisals;
• training staff to deliver a high standard of customer service;
• leading or supervising a team of operational support/ customer service staff;
• learning about your Pall-Ex services and keeping up to date with changes;
• keeping ahead of developments in operational support/ customer service by reading relevant journals, going to meetings and attending courses.

Skills

• communication skills that allow you to inform, help and advice Pall-Ex members/ customers clearly and to liaise effectively with other professionals;
• listening skills, to understand exactly what Pall-Ex members/ customers require;
• problem-solving skills;
• confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations;
• motivational skills and an ability to supervise and lead a team of operational support/ customer service assistants;
• creative thinking, to be able to come up with new ideas to improve operational support/ customer service standards;
• an ability to work well under pressure;
• organisational and planning skills to develop operational support/ customer services policies;

Qualifications/Requirements

• High school Diploma or local equivalent
• customer service/ business support experience
• Advanced Office skills, in particular MS Excel

Desired Characteristics

• Excellent influencing and communication skills to maintain a constructive work sphere internal and external to Members and Customers
• Clear, logical thinker
• Confident team player
• Accurate and responsible
• Proactive and ability to act fast
• Ability to work in a high pressure environment
• Time efficient in case of sharp deadlines
• Organisational and administrative skills
• Ability to prioritise tasks
• Enthusiastic to learn business processes
• Flexible to multi-tasking
• Customer focused
• Positive mindset


Acest job nu mai este activ.