Customer Care - Process Associate - German

Responsibilities

• Response to customer inquiries via e-mail, telephone, fax or system
• Order processing in customer service systems which includes orders entry
• Service administration
• Billing inquiries which includes price quotations, price checks and item quantity
• General administration which includes customer files and sales contracts maintenance.
• Assist with adherence to ISO standards and requirements; prepare reports as requested including sales orders and backlog data, late shipments, open and closed RMA’s, bookings, etc.
• Actively participate in the ongoing assessment of customer support processes and incorporate approved improvements.
• Provides ad-hoc support to internal and external partners.
• Perform tasks requested by the manager to reach team objective or the company’s objectives based on needs.
• Perform all tasks in compliance with Genpact policies, procedures.
• Efficiently graduating the training plan dedicated to the position and the tasks.

Qualifications

• Good communication skills (in writing and speaking) of German, minim B2;
• Good level of English minim C1.
• Work experience in customer service environment.
• Genuine interest in working in a service environment and acquiring technical knowledge.
• Understanding of Company and customer processes and policies. Follows working instructions. Demonstrates the ability to increase overall learning and performance by constantly adhering to policies and procedures.
• Identifies and analyzes problems to make logical, fact- based decisions. Open to new concepts and ideas. Willing to learn and use new procedures and technologies.
• Anticipates, identifies and responds to customer needs with excellent service. Demonstrates customer dedication through customer feedback, follow-up and positive relationships. Focuses work processes and performance measures on customer happiness. Displays integrity and confidence towards the customer.
• Understands the goals of the organization and achieves results-oriented individual goals that are consistent with overall Company goals.
• Very attentive and active listener. Develops open communication. Synthesizes information from multiple resources and incorporates it into relevant tasks or discussions.
• Very good knowledge of Microsoft Office for work purposes esp. Outlook also Internet Explorer. Familiar with e-mail and intranet.
• Professional, emotionally mature and ethical, social skills and ability to work well with a broad range of personality styles and types.
• Ability to handle pressure

Encouraged Qualifications

• Experience in, or knowledge about, ERP systems is a big advantage.

What can we offer?

• Attractive salary.
• Stable job offer – employment contract.
• Various trainings (initiating, soft skills).
• Possibility of development.
• Benefits (Insurance, Luxmed, Multisport, Lunchpass card, additional vacation days, biking policy).

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