Work Flexibility: Hybrid

Job Mission / Purpose:

The lead representative is a member of the customer service team. Well-versed in the day-to-day activities and the procedures around customer service. Also has a good view of the way the team integrates with other teams in the ecosystem.

 

The lead is expected to assist management with task assignment across the service representative team.

 

Key Activities & Responsibilities

Create a robust communications structure for FranceCollaborate with the Centre of Excellence team on the Oracle data extractSupport the creation of common, structured data repository for digital artifactsHandling  incoming e-mails and callsProactively communicating with internal customersLogging and follow up of issue resolution and related communication back to the customerTake responsibility for executing tasks and supporting colleagues across a number of complex areas / processes and queriesWork with your colleagues to effectively organize and prioritize the tasks within your specific areasWorking collaboratively with other functions and divisions on cross-functional or customer specific topicsAssist in supporting and training more junior colleagues

 

Customer Service / Customer Experience:

Identify and assess customers’ needs to achieve customer satisfaction and loyaltyResolve customer requirements by clarifying customer feedback and complaints; determining the cause of the concern; expediting correction or adjustment; following up to ensure resolution to the customer’s satisfaction per company procedures and standards.Provide accurate, valid and complete information by using the right methods/tools.

 

Education

Vocational schooling or community level degree or certificateCommercial education as industry or office merchant or any equivalent desirable.Working level of English + language of  base country, spoken and written are essential (verbal and writing).

 

Experience

 

Desirable:

Experience with Business Process AnalysisExperience with reverse logistics and consignment type business (such as Medical Device, Healthcare Markets)

 

Competencies & Behaviors

Role generally follows pre-defined procedures, however, knowledge and exploration of different options is required to find satisfactory solutions to complex queriesProven ability to solve problems and queriesBeing able to stay in act and to remain calm under pressure, whilst communicating effectively to customers and other stakeholdersAbility to work on their own initiative, prioritizing and organising workload based on their own experience as well as input from supervisorHighly customer focusedStrong collaborator which sets high performance standardsStrong internal drive and motivation to make a differencePositive, optimistic mindset and can-do attitudeInitiator that can identify and initiates actions to improve process outputs on Service, Cost & QualityActs with integrityAbility to make autonomous decisions on operational and tactical levelsWillingness to develop lean approach

Travel Percentage: None