Customer Service Representative (Maternity Cover/1-year temporary contract)

Job Purpose and Impact

Preferred locations: Düsseldorf-DE, Schiphol-NL, York-UK, Istanbul-TR, Sofia-BG

The Customer Service Representative will administer routine customer facing order management activities. In this role, you will use your basic understanding of customer service practices and procedures to help execute well established customer service activities for basic and middle service level customers. You will contribute to an increased level of transparency, communication and responsiveness with the company's customers.

Key Accountabilities

• Receive and process straightforward customer orders across multiple platforms following standard procedures.
• Receive and process low complexity change requests following defined policies and procedures.
• Explain basic information and inform customers about order status, invoices, contract balances and other information needed to complete an order.
• Process standard document requests and some ad hoc requests of higher complexity from customers and confirm final shipping and quality documentation and specifications to customer.
• Escalate undocumented issues that are not commonly defined or known to higher level staff.
• Proactively identify risks and opportunities to improve the order management processes.
• Handle basic issues and problems under direct supervision, while escalating more complex issues to appropriate staff.

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Qualifications

MINIMUM QUALIFICATIONS

• Bachelor’s degree in a related field or equivalent experience
• Fluency in English – written and spoken

PREFERRED QUALIFICATIONS

• Experience processing customer orders.
• Experience processing document requests.
• Experience working in a customer facing environment #LI-IIV