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Manual PO & Customer Service Agent Junior with English (floating shift)
Place of work
Bratislava
Contract type
full-time
WHAT WILL
YOU DO
The person will be responsible for Manual PO and Customer Service processes.
Manual POs
Customer Service
Handle all incoming helpdesk calls from the Client business and suppliers of a procurement system nature, being the prime contact for customer enquiries. Use Support Works for call management providing users with estimated resolution timescales and escalate issues that cannot be resolved in line with defined procedures.
Ensuring telephone accessibility for the customers
• To pick up the telephone promptly as a priority over all other activities
• To answer incoming calls in the required time
• To use standard greetings and to be maximum polite
• To immediately inform the supervisor about the non-functionality of the telephony system
Managing proactivity and professional relationship
• To create and maintain partnerships between customer service and external as well as internal customers in order to keep stable customer base
• To demonstrate and use professional knowledge of the customer base and processing in a manner which is clearly understood
• To maintain and improve customer retention levels by developing professional relationship with customers
• Proactively initiate follow-up calls
• To fulfill secretarial duty as/when required by the direct manager
Informing external customer
• To provide timely, accurate and relevant service related information in order for them to be delighted
• Solves problems largely by precedent with referral to detailed instructions/procedures
• To ensure the continuous improvement of response time to complaints and queries
• To have full scale knowledge and to be able recommend the most appropriate solution for the customer and answer customer questions regarding our services
Other
• Recommend updates to procedures and user guide to team lead
• Escalate issues and seeks advise when faced with non-standard issues
• Able to recognize and act on non-standard situations and adapt work to business goals
• Required to share knowledge and experience with others and with newcomers as well
• Audit support: Support vendor balance/audit certifications
Deliver quality service to client
• Improving customer satisfaction measured by the Customer Satisfaction Survey
• To continuously increase customer satisfaction by improvement of complaint handling performance in order to minimize customer loss
• To identify the best service solutions in order to increase the satisfaction
Manual POs
- Process all procurement transactions including: POs, change orders, catalog, non-catalog requisitions in line with the Policies and Procedures Manual
- Execute emergency order requirements as specified by client
- Maintain the agreed organizational elements to support the requisition -to- PO process in the P2P platform, as determined by client
- Monitor order status / ongoing purchases against thresholds and notify requestors when thresholds are reached (as an exception process), and complete PO closure procedure in accordance with the Policies and Procedures Manual
Customer Service
Handle all incoming helpdesk calls from the Client business and suppliers of a procurement system nature, being the prime contact for customer enquiries. Use Support Works for call management providing users with estimated resolution timescales and escalate issues that cannot be resolved in line with defined procedures.
Ensuring telephone accessibility for the customers
• To pick up the telephone promptly as a priority over all other activities
• To answer incoming calls in the required time
• To use standard greetings and to be maximum polite
• To immediately inform the supervisor about the non-functionality of the telephony system
Managing proactivity and professional relationship
• To create and maintain partnerships between customer service and external as well as internal customers in order to keep stable customer base
• To demonstrate and use professional knowledge of the customer base and processing in a manner which is clearly understood
• To maintain and improve customer retention levels by developing professional relationship with customers
• Proactively initiate follow-up calls
• To fulfill secretarial duty as/when required by the direct manager
Informing external customer
• To provide timely, accurate and relevant service related information in order for them to be delighted
• Solves problems largely by precedent with referral to detailed instructions/procedures
• To ensure the continuous improvement of response time to complaints and queries
• To have full scale knowledge and to be able recommend the most appropriate solution for the customer and answer customer questions regarding our services
Other
• Recommend updates to procedures and user guide to team lead
• Escalate issues and seeks advise when faced with non-standard issues
• Able to recognize and act on non-standard situations and adapt work to business goals
• Required to share knowledge and experience with others and with newcomers as well
• Audit support: Support vendor balance/audit certifications
Deliver quality service to client
• Improving customer satisfaction measured by the Customer Satisfaction Survey
• To continuously increase customer satisfaction by improvement of complaint handling performance in order to minimize customer loss
• To identify the best service solutions in order to increase the satisfaction
WHAT WE
EXPECT
Functional skills:
- Good interpersonal skills (needs to be able to build relationships over the phone without meeting suppliers / customers on a regular basis)
- Ability to negotiate with suppliers
- Ability to analyze sourcing data and understand the processes
- PC (Windows, Word, Excel, PowerPoint) and ERP (Ariba) or other e Requisitioning tools essential.
- Very good written and spoken English skills
- Floating Shift: 9:00AM -18:00PM /13:00PM -22:00PM/15:00PM-24:00AM CET
Interested?
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ID: 2203403
Dátum zverejnenia: 30.7.2015
2015-07-30
lokalita: Bratislava Pozícia: Account Manager, Administrative Worker, Official, Billing Clerk, Customer Support Specialist, Procurement specialist Spoločnosť: Accenture, s.r.o.