Customer Support Administrator Bi-lingual- F'real

5 days ago

Andover, United Kingdom Rich Products Corporation Full time

Rich’s, also known as Rich Products Corporation, is a family-owned food company dedicated to inspiring possibilities. From cakes and icings to pizza, appetizers and specialty toppings, our products are used in homes, restaurants and bakeries around the world. Beyond great food, our customers also gain insights to help them stay competitive, no matter their size. Our portfolio includes creative solutions geared at helping food industry professionals compete in foodservice, retail, in-store bakery, deli, and prepared foods, among others. Working in 100 locations globally, with annual sales exceeding $4 billion, Rich’s is a global leader with a focus on everything that family makes possible. Rich’s®—Infinite Possibilities. One Family.

**PURPOSE STATEMENT**:

- Provides bi-lingual support to the team, to customers and engineers where relevant
- Calling stores to talk though why their machines may not be connecting and escalate queries
- Provide administration support to the F'real team
- Responds to customer questions regarding operation and malfunctions as and when relevant
- The role will liaise with engineering technical support, as necessary.
- Data entry
- Checking customer information is correct on system
- Flexible to undertake other duties as necessary

**KEY ACCOUNTABILITIES/OUTCOMES**:

- Accountable- Handles first line contact from customers and escalate/ fielding as appropriate
- Processing new customer accounts to set customers up on our CRM system
- Responsible- Provide confident, first class customer service to the highest standard
- Administration support as needed
- Flexible to undertake other duties as necessary and required to ensure a smooth operation and customer service

Adhoc reporting

**KNOWLEDGE/SKILLS/EXPERIENCE**:
Critical
- Customer services experience preferable call center
- Bi-lingual in European languages
- Fluent in English (both spoken and written)
- Ability to work to critical time scales and under pressure
- Able to explain confidently clearly and succinctly instructions and processes.
- Collaborative team player
- Self-sufficient and confident in working without supervision.
- Supporting working with third party service providers such as engineers
- Analytical and problem-solving mind set.
- Can do attitude who embraces development

Desirable- Multi-site and multi customer experience
- Experience of working with retail customer
- Experience of working in a global organisation.
- EME customer support/call centre

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