Customer Care Agent

hace 1 mes

Barcelona, España BOBST A tiempo completo

Customer Care Agent

BES - Bobst Iberica S.L.

**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._**
**_Service Requests_**
- Validate customer information & check entitlement of service requests.
- Transfer requests to the appropriate L2
- Close the service requests (tickets)

**_2. _**
**_Parts Requests_**
- Prepare and follow parts quotations
- Process parts orders & inform customer about expected deliveries (check schedules and potential delays).
- Check delivery dates and manage retrofits, „important” projects, returns flow & package deals
- For appropriate countries : create and manage the Customs documents files.
- Follow all parts requests through their completion

**_ 3. _**
**_Support L2_**
- Support RSM/L2 : Answer & register requests (tickets)
- Provide input for sales operational file (SOF) to RSM

**_4. _**
**_KPI & SLO_**
- Escalation process throught Severity Scheme (SLO/SLA) & follow/monitor it
- KPI collection for different purposes (stock to come up with ideas on how to reduce stock and improve sales, review open invoicing issues)

**_5._**
**_Customer Loyalty_**
- Close the 1st loop of the Customers loyalty processes (call bak, NPS by phone )

**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**
- Systems knowledge / computer skills / database management
- 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

**Minimum Education and Background Required**

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

**Background**
- Experience in a Customer Service environment.
- Knowledge of printing or packaging industry is highly desirable

**Languages**:

- English and Spanish are mandatory

**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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