Customer Care Agent

hace 2 semanas

Barcelona, España BOBST A tiempo completo

Customer Care Agent (CCA)

BES - Bobst Iberica S.L.

**Objectives**

Bobst Group, a manufacturer of Converting Equipment for the printing and packaging industry. The objective of this position is to provide world class customer service from the point of initial contact through request completion. The Customer Care Specialist is the “tip of the spear” in the customer service chain, and the key advocate for our Customers.

Summary of main tasks:

- Answer & Register Service requests (tickets)
- Answer & Register parts requests (offers/orders)
- Support Regional Service Managers and Level 2 agents
- Follow & track KPI / Service Level Objectives (Severity Scheme) for tickets and parts flows
- Close 1th loop of Customer Loyalty processes
- Parts and service invoice

**Principal Responsibilities**

**_1._**_Provide World Class Customer Support: _**Ascertains customer needs and quickly and initiates appropriate remedies and/or assistance through an in-depth understanding of the Bobst organization and the key staff at all levels. Recognizes the importance of critical customer situations and works closely with all Bobst departments to find the best and most efficient solution. Elevates unresolved concerns to Customer Care Supervisor.

**_3._**_New Technical/Field Service Intervention Requests: _**Assists in facilitation of the customer request by routing to the appropriate Tech Support and Scheduling Team. Process and follow-up on related spare parts repair orders and ensures parts are available onsite when requested.

**_4._**_General Customer Request Management: _**
Delegates/escalates other requests appropriately to other departments/individuals. Proactively anticipates challenges, responds to customers in a timely manner and balances time to meet customer’s and Bobst’s expectations.

**_5._**_Manage all Requests through Completion: _**Follow all assigned activities through completion. Ensures that all customer requests are handled with urgency and provides timely and effective solutions.

**_6._**_Measure Customer Satisfaction:_** Systematically follows-up with the customer after request completion to ensure complete satisfaction and an excellent customer experience.

**Key Daily Tasks**
- Answer customer calls
- Validate and update customer information
- Be empathetic and work as an advocate for customers
- Ensure transferred calls are met with an appropriate and available Bobst employee
- Ensure customers’ needs are met quickly and efficiently
- Invite customers to call back if they are not totally satisfied
- Follow all assignments through to their completion: parts, field service, technical service or other and measures customer satisfaction
- Elevate unresolved concerns to Customer Care Supervisor
- For parts orders - enter orders or prepare quotation and provide delivery status
- Communicate regularly with other individuals/departments within the organization
- Participate in business/social/professional organizations and events as requested
- Participate actively in service meetings
- Perform related duties as assigned or required to meet company goals and objectives
- Answer customer calls
- Validate and update customer information
- Be empathetic and work as an advocate for customers
- Ensure transferred calls are met with an appropriate and available Bobst employee
- For appropriate countries, the agent is responsible for creation of the custom documents files.

**Critical Skills and Personal Attributes**
- Self-starter
- Integrity / trust
- Promotes quality and value
- Establishes relationships / articulate
- Process knowledge
- Excellent verbal and written communication skills
- Positive Attitude
- Time management
- Sales skills (promotes Bobst organization and products)
- Customer focus
- Excellent telephone etiquette
- Problem identification / solution provider
- **Knowledge of SAP and Salesforce a plus**

**Minimum Education and Background Required**

**Education**
- Associate Degree with strong experience or Bachelor’s Degree

**Background**
- 2+ year’s Customer Service experience
- Knowledge of printing or packaging industry is highly desirable

**Languages**:

- English, Portuguese and Spanish are mandatory, French, or Italian are a plus

**Office programs at our level**
- Pack Office (Outlook, Word, Excel) and SAP.

For more than 130 years, and over 50 countries, BOBST has always been at the forefront of innovation and we want to accelerate connectivity, digitalization, automation and sustainability to make packaging better than ever.
BOBST is one of the world’s leading suppliers of equipment and services to packaging and label manufacturers in the folding carton, corrugated board and flexible materials industries. Join our highly qualified staff and together, let’s shape the future of the packaging world.

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