Complaints Management Associate - Norway

CPL

Ballybrit, Galway

Complaints Management Associate – Norway/Finland. Responsibilities and Duties. To provide first level support to our colleagues within EME in resolving customer complaints and improving our customers experience. To be a central source for data regarding product performance that then is used by Marketing, Manufacturing, etc. to deliver increased customers loyalty. To resolve customer issues in an efficient and timely manner and within agreed Service Level Agreements with our EME colleague. To continually identify opportunities for process and system improvements that will reduce time and increase efficient resolution of customer complaints. In order to gather accurate data on our customers experience SFDC (sales force.com) is the system that is used across EME & the globe. Maintain and grow personal knowledge and skills, technical and / or product knowledge. Develop and maintain areas of expertise in product specialisms required for role; sharing and expanding knowledge within the Customer Services team. Requirements. The individual will have experience in working in a regulated environment and be capable of providing excellent customer support with challenging technical complaints. Experience in Trouble shooting/Technical query handling essential. The role is office based but a degree of flexibility is required. An open attitude is required to ensure that this can be controlled and remain non-onerous. Attend training courses as necessary. Communicate technical knowledge to both customers and colleagues as necessary. Provide written reports when requested and as necessary. Multi-lingual capability would be an advantage, but cultural sensitivity is a necessity. Ideally the individual would have scientific qualification with minimum 1-year experience. Flexibility to react to the changing business goals. Time management skills to manage personal workload as per the business requirements. Ability to take ownership, organise workload and change priorities quickly. Able to communicate effectively with customers including a pleasant, polite and outgoing telephone manner. Possess initiative and integrity. IT literacy; good general understanding of all the internal software packages: Outlook, Excel, Word, Concur, Workday, SAP, CRM package, Webex, Minimum Qualifications. proficient in MS Word, PowerPoint, Excel and Outlook. good keyboarding and typing skills. detail-oriented, a critical-thinker, experienced at investigating and resolving complex issues. effectively collaborate with others. communicate professionally. work independently and on a team. work effectively in a fast-paced environment with shifting priorities. Fluency in a second European language is a distinct advantage. This job originally appeared on RecruitIreland.com.

1877 days ago