Customer Service Officer

Job description / Role

Objective: The mission is to manage and supervise the assigned Customer Service Coordinators within the Service Center

Main responsibilities: Foresees resource requirements and allocation. Coordinates hiring with HR Manager
- Coachs and motivates staff in order to increase productivity, responsibility and good customer service. Directly assists in complex situations
- Performs ad hoc inspections to make sure standards are observed. Informs and warns if necessary
- Provides performance feedback and direction for Customer Assistant involving investigation strategy, case management, documentation, and settlement.
Ensures staff complies with sales process and follows regulatory/operational/security guidelines by instructing and guiding employees
- Provides support for billing/invoicing problems and related issues and ensure coordination with the sales team
- Administrates Customer Services, with primary emphasis on enabling the billing process.
Oversees personnel and processes related to establishing and monitoring quality standards and practices which are intended to promote and enhance customer satisfaction
- Deals with customer claims process to ensure treatment through the relevant chain
- Ensures the overall quality of the customer queries treatment (can register call according to country regulation and analyses possible improvement)

Reporting to: Sales director
Subordinates: Customer Service Coordinators
Number required: 1
Duration: Permanent
Desired start date: 01st August 2014
Probation: 3 months
Working hours: Sun-Thursday 9am-6pm
Other Benefits: housing allowance, transport allowance, health insurance, tickets

Requirements

- Bachelor degree
- Effectively handle stressful situations
- Excellent PC skills
- Knowledge of billing sytems to include database maintenance, reporting and project management
- Technical trouble shooting skills
- Demonstrated ability to work under pressure of deadlines
- Analyze accurately trends, problems and cause-effects relationship
- Makes adjustments when implemented approaches do not work
- Works with team members to establish performance expectations to achieve objective

About the Company

Air Liquide is the world leader in gases for industry, health and the environment. The Group offers innovative solutions based on continuously enhanced technologies. We produce air gases (oxygen, nitrogen, argon, rare gases, etc.) and many other gases, including hydrogen. Present in 80 countries with 50,000 employees, Air Liquide innovates for the sake of progress while striving to ally dynamic growth, consistent performances and responsibility over the long term.