Responsibilities:

− Provide first level general support pre-sales and post-sales, telephone, mail and electronic to SE customers and partners or ensure a proper escalation to the first level technical support: price & availability, product selection, product substitution, answer question on catalog or on-line application, support on on-line self-service tools;
− Responsible for answering incoming telephone calls, e-mails, web-based tickets and prioritizing customer’s support needs;
− Order Management: enter, change, manage requests related to orders in cooperation with country representatives;
− Provide support to the customers for commercial and logistic returns product;
− Provide support to the customers for solving the logistic and commercial complaints;
− Proactive information communication;
− Complete documentation and follow up on all commitments and customer details;
− Actively create/modify knowledge database;
− Ongoing proactive research and learning about new products, technologies, and applications;
− Participate in the interaction center’s continuous improvement process;
− Acts as back-up for the colleagues who offer customer service support in the same language when they are not in the office and/or for the colleagues who offer support in a different foreign language in English when they are not in the office;
− Collaborate with Marketing on new product launches;
− Liaise between customers, After-Sales and Marketing regarding Product Quality Returns.

Requirements:

− Education: baccalaureate diploma;
− Bachelor’s Degree preferred;
− Fluent in French;
− Knowledge of English and Italian at least B1;
− Previous experience in customer support or sales is a plus;
− Ability to multi-task (logging queries while speaking with customers);
− PC skills (Microsoft, Windows, ERPs);
− Basic aptitude for learning technical concepts essential;
− Excellent interpersonal, communication and time management skills;
− Ability to work on own initiative, but also as part of a team;
− Strong verbal and written communication skills are required;
− Flexible and have the ability to learn quickly;
− Previous CRM experience is an advantage;
− Diversity and Inclusion - an integral part of the company's history, culture and identity.