Customer Care Specialist
Dubai, United Arab Emirates
Job Description
b'
Requisition ID 48274
Position Type FT Permanent
Recruiter #LI-RG1
Posting Type LI
Position Type FT Permanent
Recruiter #LI-RG1
Posting Type LI
About the role
Act as the primary contact between the customer and Kerry, delivering a world class customer experience for our customers. Respond consistently to our customer\'s needs, understanding that customer relationships are built on positive engagements, outcomes and experiences. Demonstrate excellent customer service abilities and interpersonal skills, the ability to operate in a dynamic customer centric environment, providing consistent service to drive best in class service with the passion to support our customers. Build trusted relationships with assigned Strategic and Core customers, provide solutions, and continually delights them with a positive, customer-centric attitude. Provide professional timely, reliable, consistent and professional communication with internal and external customers.
Key responsibilities
Pro-active Order Management:
- Proactively manage the customer order management in line with agreed processes, business terms and service levels, responsible for all internal and external (customer) order management engagement, resolution & communication.
- Coordinating with the wider CC team, operating at cross enterprise level to ensure successful execution of customer\xe2\x80\x99s orders while driving accountability & best outcomes for our customers.
- Demonstrates ability and willingness to take on additional responsibilities.
- Supports Customer Service Management activities including Customer Insights, Customer Complaints, and Customer Reporting and end to end case order management.
Escalation Management
- Attend Control Tower Huddle daily and share relevant escalations to seek resolutions. Communicate and ensure responsiveness to the wider CC team.
Service Excellence:
- Responsible for all aspects of customer engagement & communication, ensuring successful internal coordination of customer request management with timely resolution & responsiveness.
- Anticipate, identifies and proactively resolve service issues by clarifying the customer\'s requirements, communicate solutions and provide proactive resolution to achieve customer satisfaction.
- Proactive issue resolution and customer communications for post-sale activities.
Performance Management:
Communication Management:
More jobs on https://www.qureos.com/
- Identify and highlight operational issues and utilize knowledge and skills to offer solutions and recommend potential enhancements to our service to make it easier and more valuable for our customers to do business with Kerry. Consistently exceeding our Global Customer Service KPI\xe2\x80\x99s.
- Responsible for customer data and systems accuracy to ensure successful execution of orders and requests
- Focuses on creating a positive experience for the customer.
- Experience in customer service, account management or sales support, desirable if experience is in food, beverage or pharma sector
Communication Management:
- Provides professional, timely, reliable and consistent communication with our customers.
- Navigates internally within Kerry to ensure timely proactive resolution of issues, queries, claims and complaints providing a seamless experience.
- Manage customer communications related to service performance. Proactively communicates and de-escalates customer issues and identifies customer solutions and keeps relevant commercial stakeholder informed.
- Communicates with supervisors on a regular basis. Demonstrating knowledge and expertise to create a positive experience for the customer.
- Partners with our commercial teams & wider customer care keeping them apprised of insights, issues and opportunities. Participates in customer calls, key business review meetings and presentations as requested.
- Develops strong relationships at a cross enterprise level, partner across all internal functions with a customer-focused mindset.
Qualifications and skills
- Bachelor\xe2\x80\x99s degree (or equivalent experience)
- A minimum of 2 yrs in a Customer Facing role
- Order to invoice experience in SAP.
- Experience in customer service, account management or sales support, desirable if experience is in food, beverage or pharma sector
- Proficient in Microsoft applications.
- Ability to navigate multiple systems simultaneously.
More jobs on https://www.qureos.com/
Beware of fraud agents! do not pay money to get a job
MNCJobsGulf.com will not be responsible for any payment made to a third-party. All Terms of Use are applicable.
Related Jobs
Job Detail
-
Job IdJD1633156
-
IndustryNot mentioned
-
Total Positions1
-
Job Type:Full Time
-
Salary:Not mentioned
-
Employment StatusPermanent
-
Job LocationDubai, United Arab Emirates
-
EducationNot mentioned