Support Specialist for Tender Management at Sartorius, responsible for managing tender documentation and client relations. Must be fluent in French and English with several years of related experience.
About the role
- Customer Care Representative managing customer support for M-KOPA Mobility via calls and resolving inquiries. Focused on ensuring positive customer experiences as part of the Mobility division.
Responsibilities
- Manage Mobility inbound and outbound calls in a timely manner
- Follow communication scripts when handling different customer topics
- Identify customer needs, clarify information, and provide solutions or alternatives
- Seize opportunities to upsell products when they arise
- Work on customer tickets, resolving both escalated and newly created tasks
- Keep accurate records of all conversations in the call center database
- Identify and escalate priority issues and concerns to management
- Assist customers with after-sale services through surveys, follow-up calls, and other assigned tasks
- Assist in the customer home electrical audit process and management
- Follow up with third parties for repairs, accidents, and insurance resolution
- Handle emergency issues raised by customers including road traffic accidents, evacuations, and rescues
- Support in thermal incidences and escalate to management
- Support issues related to driving training, logbooks, and number plates
- Receive and escalate customer documentation related to incidents and accidents
- Propose new ideas from customer feedback to help the Mobility team improve processes
Requirements
- Previous experience in a customer support role
- Strong phone and verbal communication skills with active listening
- Customer focus and adaptability to different personality types
- Ability to multi-task, set priorities, and manage time effectively
- Ability to track your own work daily and compare against benchmarks
- Ability to manage emotional responses and remain calm under pressure when dealing with difficult content
Benefits
- family-friendly policies
- prioritize well-being
- embrace flexibility
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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