Customer Care Agent (Call Center)

In this role you will be point of contact and provide support to all customers in the assigned country: greetings, Log Interaction, Identification of Customer.

This will involve 1st call resolution for the majority of customer queries and ensuring complex cases are escalated to and followed up by the correct point of contact within Schneider Electric. Queries will include to the following:

• Post sales– product return (RMA) and escalation of more technical queries; order management, invoice, deliveries,
• Pre sales – Price and availability, giving a catalogue reference, order entry, quotations,  opportunity identification,  e-commerce,  knowledge management
• Follow up on Leads generated from marketing activities.
• Improve Customer Satisfaction by providing a high quality professional Primary Support to customers.
• Establish a strong and professional relationship with assigned accounts and contacts while assisting the relevant sales team to increase revenue and market share.
• Identify new business opportunities, define and quote product from customers’ requests, coordinating with relevant Quotation, Sales or Marketing contact for special prices. Communicate to relevant sales people.

 Responsibilities:

• Provide 1st level general support pre-sales and post-sales, telephone, mail and electronic to SE customers and partners or assure a proper escalation to the 1st level technical support: price & availability, product selection, product substitution, answer question on catalog or on-line application, support on on-line self service tools;
• Responsible for answering incoming telephone calls, e-mails, web based tickets and prioritizing customer’s support needs;
• Order Management: enter, change, manage requests related to orders in cooperation with country representatives;
• Provide support to the customers for commercial and logistic returns product;
• Provide support to the customers for solving the logistic and commercial complaints;
• Proactive information communication;
• Complete documentation and follow up on all commitments and customer details;
• Actively create/modify knowledge database;
• Collaborate with Marketing on new product launches
• Ongoing proactive research and learning about new products, technologies and applications;
• Participate in the interaction centre’s continuous improvement process;
• Liaise between customers, After-Sales and Marketing regarding Product Quality Returns.

Requirement:

• At least Bachelor's Degree in any fields.
• Proficient in Microsoft Office ie. Microsoft Excel, Microsoft Powerpoint & Microsoft Words
• Proficient in SAP is preferred
• Average 1-3 years experience in call center, import & export is preferred
• Fluent in spoken & written English.