Customer Service Specialist
1 day ago
Job Title: Customer Service Specialist â Greek Speaking
Location: Chester, North West
Pay Rate: Up to £17.00 Per Hour PAYE
12 Month Contract â Possibility of extension/made permanent.
My Global pharmaceutical client is looking for a customer service associate to join their team initially on a 12-month contract basis.
Position Purpose
⢠Interact with customers to receive and process orders
⢠Handle billing and account inquiries.
⢠Investigate and resolve customer issues
⢠Understand policies around order management and execute in compliance with Global Distribution Practices (GDP)
⢠Support with preparation of Extract and analyse data.Â
⢠Handle escalation from specialists and acting as first line problem solver.
⢠Escalate to Manager any complex enquiry and collaborate on solution.Â
Key Responsibilities
⢠Receive orders and enter them in SAP system after performing validations.
⢠Receive and answer customer enquiries through phone, e-mail and fax and record in CRM system. Â
⢠Inform customers in case of quality issues related to product, recalls, or put on hold situations.
⢠Master the quality complaint procedure and adverse event as defined per SOP.
⢠Monitor all open orders/deliveries until completion.
⢠Handle exceptions, coordinate with stakeholder and escalate.
⢠Determine root causes and inform customers of outcomes with additional responsibility of first line analysis to communicate to Manager.
⢠Escalate order management disputes issues to in-market Order to Cash (O2C) team.
⢠Master the understanding of business logistics and Handle through customer complaints the creation of debit/credit.
⢠Perform Audit Control report review and escalate any potential deficiency.
⢠Understand customer qualification market specifics and provide Support for customer qualification process through the direct interaction with the customer.
Knowledge, Skills & Qualifications
⢠Business fluent in Greek, required.
⢠Experience in customer service and logistics would be beneficial.
⢠Ability to use SAP (SD module) and other Customer Service applications.
⢠Advance knowledge and use of Office productivity tools
⢠Ability to identify, analyse and solve problems, with limited guidance.
⢠Quantitative and analytical skills.
⢠Take responsibility and accountability for successful completion of assigned tasks to themselves as well as the team.
⢠Work prioritization and planning. Define long term activity schedule guided by direct manager.
⢠Co-operate with other teams both internally and with external parties.Â
⢠Identify and drive areas for continuous improvement.
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