Schneider Electric is recruiting!
Primary Generalist Support with Croatian
Location: Bucharest
Mission:
Act as a entry point of contact and provide support to all customers in the assigned country: greetings, Log Interaction, Identification of Customer. This will involve first 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 but are not limited 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 first level general support pre-sales and post-sales, telephone, mail and electronic to SE customers and partners or assure a proper escalation to the first 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;
- Acts as back-up for the colleagues who offer customer service support in the same language when they are not in the office and/or for the colleagues who offer support in a different foreign language in English when they are not in the office.
Requirements:
- Education: Associate’s Degree requested, Bachelor’s Degree preferred;
- Fluent in Croatian;
- Previous experience in customer support or sales is desirable;
- Working electrical knowledge an advantage.
- Ability to multi task (logging queries while speaking with customers);
- PC skills (Microsoft, Windows, ERPs);
- Basic aptitude for learning technical concepts essential;
- Excellent interpersonal, communications and time management skills;
- Ability to work on own initiative, but also as part of a team;
- Strong verbal and written communication skills are required;
- Flexible and having the ability to learn quickly;
- Previous CRM experience an advantage.
Primary Generalist Support with Serbian
Location: Bucharest
Mission:
Act as a entry point of contact and provide support to all customers in the assigned country: greetings, Log Interaction, Identification of Customer. This will involve first 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 but are not limited 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 first level general support pre-sales and post-sales, telephone, mail and electronic to SE customers and partners or assure a proper escalation to the first 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;
- Acts as back-up for the colleagues who offer customer service support in the same language when they are not in the office and/or for the colleagues who offer support in a different foreign language in English when they are not in the office
Requirements:
- Education: Associate’s Degree requested, Bachelor’s Degree preferred;
- Fluent in Serbian;
- Previous experience in customer support or sales is desirable;
- Working electrical knowledge an advantage.
- Ability to multi task (logging queries while speaking with customers);
- PC skills (Microsoft, Windows, ERPs);
- Basic aptitude for learning technical concepts essential;
- Excellent interpersonal, communications and time management skills;
- Ability to work on own initiative, but also as part of a team;
- Strong verbal and written communication skills are required;
- Flexible and having the ability to learn quickly;
- Previous CRM experience an advantage.
Customer Support Representative
Location: Bucharest
Mission:
The primary responsibility of this role is to act as a single point of contact and provide support to all customers in their region, establishing a strong and professional relationship with assigned accounts and contacts whilst assisting the relevant sales team to increase revenue and market share. 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 APC. Queries will include but are not limited to the following:
- Post sales – RMA and escalation of more technical queries;
- Pre sales – sizing queries, reseller referrals, opportunity identification, e-commerce;
- Follow up on Leads generated from marketing activities.
Our overall objective is to improve our Customer Satisfaction by providing a high quality professional
Service to APC customers in EMEA.
This role will also be required to ensure that customers are continually provided with timely and professional communications by proactively communicating with customers, regarding their open issues including service orders.
Responsibilities:
- Providing post-sales support to APC’s customers. Validate entitlement, assisting customers with unit diagnosis, troubleshooting and completing RMA’s when necessary Assure a proper escalation to the 2nd level support when necessary;
- For pre-sales customers this will involve referring customers to local resellers / creating web orders, once customer’s specific needs have been identified. Identifying opportunities and escalating to the correct APC contact. Advising customers on the correct solution for their requirements;
- Logging customer details and problem description for all Customers. Escalating cases to the technical support engineers for advanced troubleshooting and resolution;
- Take complete ownership of all Customers issues until resolution and ensure timely follow up on all commitments;
- Respond to requests on product pricing and features;
- Follow up on leads generated from marketing Identify opportunities from the leads and enter opportunity into InTouch for follow up by sales;
- Provide language support to escalation teams where necessary.
Requirements:
- Education – Bachelor’s Degree requested
- Fluent in German
- Excellent command of English language
- Minimum 1 year experience in customer support is desirable
- Ability to multi – task (logging queries while speaking with customers)
- PC skills (Microsoft, Windows, ERPs)
- Basic aptitude for learning technical concepts essential
- Excellent interpersonal, communications and time management skills
- Ability to work on own initiative but also as part of a team
- Good verbal and written communication skills are required
- Flexible and an ability to learn quickly
- Previous sales experience an advantage
- Previous CRM experience of advantage
