Customer Care Agent

Objectives

The objective of this position is to provide world class customer service from the point of initial contact through request completion. The Customer Care Specialist is the “tip of the spear” in the customer service chain, and the key advocate for our Customers

Key responsibilities

• Manage the customer enquiries using different tools SAP/CRC and other internal platforms, picking up the customer call or call the customers back.
• Be the end to end responsible for the enquiry making sure that is solved by him/herself or other team members in case is a technical enquiry.
• Answer & register incoming Parts requests (ticket) from customers by phone, fax, email and behind the web portal.
• Prepare and follow parts quotations
• Process parts orders & inform customer about expected deliveries (check schedules and potential delays).
• Check delivery dates and manage retrofits, “important” projects, returns flow & package deals

Education and Languages :

• University Degree
• Fluent in Arabic, French & English
• Mastery of Italian /German language is a plus.

Competencies and Skills

• Systems knowledge / computer skills / database management
• Process knowledge
• Sales skills (promotes Bobst organization and products)
• Customer-oriented attitude (Empathy / Being considerate and patient with Customer)
• Problem identification / solution-oriented attitude (the capacity to find and work on plan B)

Professional experience required:

• At least 3 years’ experience in a Customer Service environment.
• Knowledge of printing or packaging industry is highly desirable.