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DESCRIPTION
Take your next career step with one of the biggest Estonian market employers with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future.
Your responsibilities
- Assisting customers by monitoring the status of customer requests and that all inquiries received via multiple channels (including but not limited to phone, web, e-mail, and chat) are resolved rapidly and a competent way by providing assistance in any necessary escalation
- Ensuring a positive customer experience throughout the entire process by giving customers regular updates and clarification
- Systematic and detail-oriented mindset when completing the cases successfully
- Ensuring the resolution of customer issues (e.g. product, technical, order, payment related) by providing resolution immediately or coordinating with Sales, Operations, Supply Chain Management, and other internal and/or external teams by following specified processes and using agreed tools and systems. Coordinating involves resolution with After-Sales Service and/or Spare Parts teams, also Media Relations, Talent Acquisition, or Procurement teams.
- Regularly initiating customer feedback loops (surveys) by following commonly agreed processes, understanding satisfaction levels, and identifying areas for continuous improvement needs
- Supporting regular maintenance of the contact list, routing tables, and information on internal/external pages. Proactively identify potential improvement areas in processes, practices, and tools together with the Team
- Tracking regular target performance by observing the overall process and trends across inquiries and identifying improvement areas while providing results or highlighting risks to management
- Depending on the situation support business with outbound activities like marketing campaigns as well as provide 24/7/365 service (work in shifts, weekends, holidays)
REQUIREMENTS
Your background
- Experience in customer support(nice to have)
- Fluency in both French and German - written and spoken
- Fluency in English/Italian/Estonian (nice to have)
- Knowledge of Microsoft Office 365 (knowledge of Salesforce as an asset)
- A collaborative, solution-focused approach with strong diplomatic written and spoken communication skills
- Ability to adapt with change and a proactive approach
- Excellent people skills, good networking skills
- Extensive experience with customer support, knowledge of principles and practices in customer service
