Job Summary
We are seeking a dedicated and professional Customer Service Agent to join our Service & Repair department.
This role is essential for establishing, maintaining and enhancing customer service relationships through prompt handling of customer requests and efficient problem resolution.
Responsibilities
* Process service / repair / replacement orders using SAP and other internal systems as well as answering phone calls and provide requested information to customer.
* Efficiently organize and manage returns, coordinate and handle shipments through various carrier platforms, including but not limited to UPS, FedEx, DHL to guarantee timely delivery and return of the devices, ensuring a streamlined and customer-friendly experience.
* Maintain a high level of attention to detail to accurately process customer requests ensuring all information is complete and correct.
* Identify promptly and address any issues related to replacement order delays, spare parts availability, invoices, taking proactive measures to communicate resolutions to customer.
* Work effectively within tight deadlines to ensure that service, repair / replacement requests are processed quickly while maintaining adherence to established SLA.
* Build and maintain strong relationships with internal teams and external partners, fostering a collaborative and customer-centric environment.
Qualifications
* 1-3 years of experience in customer service, preferred.
* Fluency in English and German is a must.
* High School Diploma, GED or equivalent work experience, preferred.
* Ability to multi-task.
* Strong troubleshooting skills.
* Strong client-facing and communication skills.
* Customer centrist mindset.
* Strong team player with ability to work with diverse group people.
* Able to work independently and proactively in a changing environment.