Senior Customer Service Associate Greek Speaking

2 months ago

Chester UK, Cheshire, United Kingdom Adecco Full time

Adecco are proud to be recruiting on behalf of our prestigious client based in Chester for a Senior Greek Speaking Customer Service Agent to work on 12 Month Contract initially.

Our client is a global pharmaceutical company who develop and deliver medicines to patients who suffer with serious health conditions. Transforming patient's lives through science in oncology, haematology, immunology, and cardiovascular disease – and one of the most diverse and promising pipelines in the industry.

The successful candidate for this role will be fluent in English and Greek, another European language is also ideal but not essential.

Ideal Candidate

• Has good customer service skills and logistics knowledge and experience of receiving and processing orders

• Has Logistics knowledge – distributing the medication out of their hub – looking for someone of how that would work, aware of routes and journeys, knowledge of Greece and Cyprus’ layout/culture.

• Happy to deal with any customer complaints

• Confident at liaising with Stakeholders and 3rd Party couriers in Greece

• Needs to be an autonomous worker and confident at managing a high volume of calls

• Ideally have knowledge of SAP and CRM tool such as Oracle

Benefits –

Hybrid working. The role is 50% working from home and 50% working from the Chester office, you must live within an hours commute from Chester to apply and be happy to be in the office on Wednesday’s with the rest of the team.

Free on-site parking available.

Thorough training (4-6 Months) given before working independently.

Pay - £17 per hour

Hours - Monday to Friday, 35 Hours per week 8am – 4pm

Location - Chester (Must live within 1 hours commute to Chester to apply)

Job Role & Responsibilities

Understand policies around order management and customer inquiries processes, and execute in compliance with Global distribution Practices (GDP).

Receive orders and enter them in SAP system after performing validations on order following defined business rules

Inform customers in case of quality issues related to product, recalls, or put on hold situations

Handle backorders and returns for customers: entering into system, obtaining approvals where necessary, informing customer of decisions, and clearing logs

Monitor all open orders until completion and address exceptions

Archive order and delivery documents

Receive and answer customer contacts through phone, e-mail and fax and record in call tracking tool

Route inquiries to related departments (within Capability Centre or in markets)

Handle customer routine complaints and disputes; resolve disputes; route disputes to the proper channels

Determine root causes and inform customers of outcomes

Receive and resolve internal ad-hoc inquiries

Liaise to BFS in-markets teams to understand order requirements for new product launches and special orders (e.g. clinical trials, free goods)

Support internal and external audits

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