Customer Service 2 H/F - Idemia

Finalité du poste
This role executes the customer contract, works internally and externally to maximize customer satisfaction through effective contract delivery and promotes revenue generation and profitability
Missions principales
- Owns the first level customer relationship for all BAU (Business As Usual) activities, including incoming requests and enquiries
- Coordinates contract execution with all relevant stakeholders in order to ensure high level of customer satisfaction
- Manages the end-to-end Sales Order Process for all customer order activities, including stock management, quoting and invoicing
- Supports regulatory customer and internal compliance requirements
- Manages customer queries and complaints to a satisfactory resolution
- Supports Account Manager in relation to contract delivery
- Supports internal requirements in relation to service delivery
- Manages multiple small-medium size or complexity customer accounts with minimal support
- Handles customer service inquiries, requests and problems directly, through a variety of mediums and also face to face, able to manage these effectively
- Uses internal tools and systems effectively
- Gathers and reviews information, trouble shoots and makes recommendations
- Pepares and presents customer reports and presentations
- Requires a general knowledge of the organization, products and services
- Provides leadership, coaching and mentoring to entry level colleagues
- Assesses needs and suggests or promotes alternative products, services and solutions
- Sells or promotes products or services
- Organizes customer retention and growth trend documentation

Profile & Other Information