Customer Support Representative with Polish - Schneider Electric - Романија - Wizbii

Customer Support Representative with Polish

  • Par Schneider Electric
  • Романија (Македонија)
  • Bachelor's Degree
  • Secrétariat / Administration
2018-09-12T00:41:07+0000

Description de l'offre

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 most 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:

Pre-sales – sizing queries, reseller referrals, opportunity identification, e-commerce.

Follow up on Leads generated from marketing activities.

Post-sales – Troubleshooting or technical queries for APC products, product return (RMA)

Our overall objective is to positively impact our Customer Satisfaction by providing a high quality professional Primary Support to customers in EMEA, through proactive and continuous communication with customers on their open issues or service orders.

Responsibilities

§ Provide post-sales support to customers by validating entitlements, assisting customers with unit diagnosis, troubleshooting and completing RMA’s when necessary or assuring a proper escalation to the 2nd level support if needed;

§ Offer pre-sales support to customers by referring customers to local resellers / creating web orders, once customer’s specific needs have been identified. Identify opportunities and escalate to the correct internal contact. Advise customers on the correct solution for their requirements;

§ Log customer details and problem description in our CRM tool. Escalate cases to the technical support engineers for advanced troubleshooting and resolution;

§ Take full ownership of all customers issues until resolution and ensure timely follow up on all commitments;

§ Respond to requests on product pricing and features;

§ Provide language support to escalation teams where necessary.

Profil recherché

Qualifications :

§ Education - Bachelor’s Degree requested

§ Fluent in Polish and English

§ Excellent command of English language

§ One-year experience in customer support is an advantage

§ Ability to multi-task (logging queries while speaking with customers)

§ PC skills (Microsoft, Windows, ERPs)

§ 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

§ Basic aptitude for learning technical concepts is essential

§ Flexible and an ability to learn quickly

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À propos de Schneider Electric

Groupe industriel français fondé en 1838 par les frères Schneider, le groupe Schneider est renommé Schneider Electric en 1999 soulignant ainsi son expertise dans le domaine de l’électricité. Ses activités reparties entre la distribution électrique, l’automatisme et contrôles industriels, l’énergie sécurisée et les automatismes du bâtiment lui ont permis de dégager un chiffre d’affaires de 23,6 milliards d’euros en 2013.

En plus de son siège social situé à Rueil-Malmaison, la direction est répartie sur deux autres pôles, l’un à North Andover aux Etats-Unis, le second à Hong Kong. En 170 ans d’existence, Schneider Electric a su étendre son expertise à l’international et vend ses produits sur quatre marchés principaux : bâtiment, industrie, énergie-infrastructure et résidentiel.

Entreprise innovante et responsable, parmi les principaux clients du groupe se trouve : les infrastructures pétrolières, la Marine, les tableautiers mais aussi les constructeurs de machines et d’équipements. La philosophie du groupe : Make the most of your Energy.

948 jobs disponibles chez Schneider Electric

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