At Diversey - A Solenis Company, we are the pioneer, the facilitator of our clients in a wide range of industries around the globe. We do this with our revolutionary cleaning and hygiene technologies - such as floor care machines, cleaning tools & utensils, and chemicals for Food & Beverage industry.
Customer Service Representative serves as a more experienced and knowledgeable point of contact for customers compared to entry-level CSRs. Their overview and overall purpose involve; Advanced Issue Resolution, Mentorship and Training, Process improvement, and Customer Service Management. The purpose of Senior CSRs is to provide exemplary service, support their team members, contribute to continuous improvement efforts, and cultivate strong relationship with Customers to drive satisfaction and loyalty.
Key Accountabilities:
- Support sales team by answering inquiries, providing information, and assisting with order processing.
- Collaborate with the sales team and business support to identify customer needs and opportunities for upselling.
- Handle customer complaints or issues related to sales and ensuring prompt resolution.
- Develop and maintain strong relationships with customers through regular communication.
- Anticipate customer needs and proactively offering solutions or suggestions to enhance their experience
- Personalize interactions to make customers feel valued and appreciated.
- Monitor customer accounts for any changes or issues and taking proactive steps to address them.
- Identify opportunities to optimize customer accounts and maximize sales potential.
- Continuously enhancing skills and knowledge through training, workshops, or professional development opportunities.
- Mentor and support junior representatives/specialists, providing guidance and assistance as needed.
- Handle escalated issues and resolve complex problems effectively.
- Collaborate with other departments to address customer concerns and improve processes.
- Assist in developing training materials and conducting training sessions for junior staff.
- Provide feedback to management regarding areas for improvement
- Perform any other tasks related to the function, depending on needs (integrations, projects, etc.)
- Continuously enhancing skills and knowledge through training, workshops, or professional development opportunities.
Education:
- High School diploma or equivalent is the minimum requirement
Experience:
- Recommend 2/3+ years Customer Service Experience (internal/ external)
- Fluent in English (depending on the country), with strong written and verbal communication skills
- Intermediate computer Skills with accurate keyboarding skills. Experienced in using MS Word, Excel, Internet applications including email, ERP systems (SAP/JDE/AS400)
- Has developed specialized skills or is multi-skilled in own work area
- Person in this band may:
- Manage orders or claims / credits on multiple countries or divisions
- Be a Product / Account / Customer expert
- Be a User group member
- Be a Local team trainer
- Be a E-business coordinator
- Be Proficient in Continuous Improvement
- Be Proficient in Project Management
Knowledge:
- Advanced problem-solving abilities to handle complex customer issues
- Strong decision-making skills
- Ability to adapt to changing situations and handle ambiguity
- Ability to listen to others and understand their needs,
- Effective communication and time management skills
- Comprehensive understanding of the company’s products or services to provide accurate information and support.
- Willingness to collaborate with colleagues across departments to address customer needs and improve service quality.
Benefits
- Meal Vouchers (30 ron per each working day)
- Life Insurance
- Private Medical Care
- Holiday Allowance
- Christmas and Easter Bonus
- Extra vacation days (Birthdays and 1 additional day added every year of employment)
- Annual Bonus (Target based)
We understand that candidates will not meet every single desired qualification. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you.
At Solenis our greatest asset are our people. That is why we offer competitive compensation, comprehensive benefits and numerous opportunities for professional growth and development. So, if you are interested in working for a world-class company and enjoy solving complex challenges, whether in the lab or the field, consider joining our team
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