Responsable Du Programme de Français - India - Engage2Excel

Engage2Excel
Engage2Excel
Verified Company
India

1 month ago

Deepika Kaur

Posted by:

Deepika Kaur

beBee Recuiter
Description

Job Purpose
This position is first-line customer contact and must establish and maintain an excellent working relationship with the client. Responsible for all day-to-day functions in maintaining assigned customer accounts.


Key Responsibilities & Authorities
***- Responsible for the day-to-day customer satisfaction of existing accounts. Interacts with program owners, contacts and recipients with problem solving and issue resolutions.

  • Proactive management related to developing deeprooted client relationships with an intimate knowledge and understanding of the client, current program design and functionality.
  • Communicates with recipients on order status, return management, changes, questions, etc.
  • Data file involvement monitors timeliness of data, discuss questions/issues with customer regarding data changes, error reporting, etc.
  • Performance reporting gather info and stats for presentation to customers on status of program. Some meetings require travel to customer for presentations; others via phone/webinar.
  • Management of returns create returns, monitor timely responsiveness from customer/production on getting items returned or replaced to recipient's satisfaction.
  • Monitor daily reports (RGA's backorders, holds, PO Box, open orders, etc.) and react accordingly to actions required.
  • Resolves call center escalations.
  • Proof customer invoices for accuracy (product pricing, shipping charges, handling charges, sorted per customer's requirements, etc.).
  • Manage product replacements and substitutions and works with customer on approvals, reorders, etc. Authority to change or release orders to productions/purchasing,
  • Other administrative duties as assigned pertaining to customer accounts,

Qualifications

Education/Experience:

  • Associates degree required; 4year college degree highly desired.
  • 3+ years of customer service experience required with proven ability to deliver a high degree of customer satisfaction.
  • Proficient in use of Microsoft, specifically Word, Excel and Outlook.
  • This position requires 812 months training to become proficient in all phases of job.

Languages:

  • Excellent control over French & English(Written & Spoken).
Specific Skills, Knowledge and Abilities Preferred

  • Requires constant contact with customers, sales reps and other departments furnishing or obtaining information.
  • Requires excellent verbal and written communication skills.
  • Proficient typing skills.

Desired Behaviors

  • Outstanding Customer Service Skills.
  • Works independently, with general supervision. Is expected to determine how to accomplish the work assignments.
  • Must be teamoriented and be able to work in a fastpaced, structured environment.
  • Prioritization skills required.
  • High alertness and constant attention to detail is required.
  • Works with confidential data. An average degree of discretion is required.
  • Requires accuracy in performing all functions.
  • Good listening skills to understand the customer's needs.
  • Handles situations in a calm, objective manner. High degree of tact and diplomacy required since dealing directly with callers in potential demanding and difficult situations.
  • Problem solving, analytical skills and discretionary judgement are necessary in making decisions.

Desired Outcomes

  • High customer satisfaction and retention of accounts.
  • Prompt resolution to customer issues and requests.

Working Conditions

  • Office climate controlled.
  • Potential for overtime required based on workloads.

Physical Requirements

  • Sitting 6+ hours per day.
  • Standing & walking 02 hours per day,
  • Mental & Visual Alertness required

High concentration/Frequency:
Steady & sustained,

  • Ability to hear through oral communication both in person and on the phone,
  • Ability to read and analyze/interpret data and requests from customers, sales representatives, Account Setup and other departments.
  • Ability to speak to customers, sales representatives and coworkers both in person and via phone in a courteous manner.
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