Primary Customer Care Agent for Romania

What will you do? Provide first level general support pre-sales and post-sales, telephone, mail and electronic to SE customers and partners or assure a proper escalation to the first level technical support : price & availability, product selection, product substitution, answer question on catalog or on-line application, support on on-line self service tools; Responsible for answering incoming telephone calls, e-mails, web based tickets and prioritizing customer’s support needs; Order Management : enter, change, manage requests related to orders in cooperation with country representatives; Provide support to the customers for commercial and logistic returns product; Provide support to the customers for solving the logistic and commercial complaints; Proactive information communication; Complete documentation and follow up on all commitments and customer details; Actively create / modify knowledge database; Collaborate with Marketing on new product launches Ongoing proactive research and learning about new products, technologies and applications; Participate in the interaction center’s continuous improvement process; Liaise between customers, After-Sales and Marketing regarding Product Quality Returns. Acts as back-up for the colleagues who offer customer service support in the same language when they are not in the office and / or for the colleagues who offer support in a different foreign language in English when they are not available. What qualifications will make you successful? Education : Associate’s Degree requested, Bachelor’s Degree preferred; Fluent in English; Previous experience in customer support or sales is desirable; Working electrical knowledge an advantage. Ability to multi task (logging queries while speaking with customers); PC skills (Microsoft, Windows, ERPs); Basic aptitude for learning technical concepts essential; Excellent interpersonal, communications and time management skills; Ability to work on own initiative, but also as part of a team; Strong verbal and written communication skills are required; Flexible and having the ability to learn quickly; Previous CRM experience an advantage.